Social CRM: Four Case Studies

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

Chapter 2 in Social Customer Relationship Management, 2020, pp 21-55 from Springer

Abstract: Abstract Based on four cases from various industries, this chapter illustrates how companies apply Social CRM. The cases provide insights into the broad spectrum in which social media may benefit customer relationship management (CRM) processes. The cases show different levels of maturity for integrating social media and CRM and may be regarded as examples that are transferrable to other industries as well.

Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-030-23343-3_2

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DOI: 10.1007/978-3-030-23343-3_2

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