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Social CRM: Four Case Studies

In: Social Customer Relationship Management

Author

Listed:
  • Rainer Alt

    (Social CRM Research Center)

  • Olaf Reinhold

    (Social CRM Research Center)

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.

Suggested Citation

  • Rainer Alt & Olaf Reinhold, 2020. "Social CRM: Four Case Studies," Management for Professionals, in: Social Customer Relationship Management, chapter 2, pages 21-55, Springer.
    • Handle: RePEc:spr:mgmchp:978-3-030-23343-3_2
    DOI: 10.1007/978-3-030-23343-3_2
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