Learnings for an Integrated Social CRM

Rainer Alt () and Olaf Reinhold ()
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Rainer Alt: Social CRM Research Center
Olaf Reinhold: Social CRM Research Center

Chapter 5 in Social Customer Relationship Management, 2020, pp 103-109 from Springer

Abstract: Abstract This chapter presents the key learnings from this book in an integrated framework. Social CRM should not be conceived as a technological undertaking or as a simple presence on social media platforms. It leverages the power of social media for fostering relationships with consumers, including potential and existing customers, along the whole customer life cycle. Thus, it has implications on a company’s strategy, organization and systems, which implementation and integration projects need to address.

Date: 2020
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DOI: 10.1007/978-3-030-23343-3_5

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