Social Customer Service and CRM

Efraim Turban, Judy Strauss and Linda Lai
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Efraim Turban: University of Hawaii
Judy Strauss: University of Nevada
Linda Lai: Macao Polytechnic Institute

Chapter 7 in Social Commerce, 2016, pp 155-178 from Springer

Abstract: Abstract Upon completion of this chapter, you will be able to: 1. Define CRM, e-CRM, and social CRM (SCRM). 2. Describe the major types of customer interactions with companies. 3. Describe the evolution of CRM to SCRM. 4. Define social customers and describe how they can be served. 5. Describe how social CRM works inside the enterprise. 6. Describe unique and innovative applications of SCRM. 7. Describe social CRM strategy and implementation issues.

Keywords: Social Medium; Social Network Site; Customer Service; Customer Relationship Management; Social Media Tool (search for similar items in EconPapers)
Date: 2016
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sptchp:978-3-319-17028-2_7

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DOI: 10.1007/978-3-319-17028-2_7

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