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Learnings for an Integrated Social CRM

In: Social Customer Relationship Management

Author

Listed:
  • Rainer Alt

    (Social CRM Research Center)

  • Olaf Reinhold

    (Social CRM Research Center)

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.

Suggested Citation

  • Rainer Alt & Olaf Reinhold, 2020. "Learnings for an Integrated Social CRM," Management for Professionals, in: Social Customer Relationship Management, chapter 5, pages 103-109, Springer.
    • Handle: RePEc:spr:mgmchp:978-3-030-23343-3_5
    DOI: 10.1007/978-3-030-23343-3_5
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