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Business and Technology Trends in Social CRM

Business and Technology Trends in Social CRM

Anteneh Ayanso
Copyright: © 2015 |Pages: 15
ISBN13: 9781466665477|ISBN10: 1466665475|EISBN13: 9781466665484
DOI: 10.4018/978-1-4666-6547-7.ch013
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MLA

Ayanso, Anteneh. "Business and Technology Trends in Social CRM." Handbook of Research on Managing and Influencing Consumer Behavior, edited by Hans-Ruediger Kaufmann, IGI Global, 2015, pp. 295-309. https://doi.org/10.4018/978-1-4666-6547-7.ch013

APA

Ayanso, A. (2015). Business and Technology Trends in Social CRM. In H. Kaufmann (Ed.), Handbook of Research on Managing and Influencing Consumer Behavior (pp. 295-309). IGI Global. https://doi.org/10.4018/978-1-4666-6547-7.ch013

Chicago

Ayanso, Anteneh. "Business and Technology Trends in Social CRM." In Handbook of Research on Managing and Influencing Consumer Behavior, edited by Hans-Ruediger Kaufmann, 295-309. Hershey, PA: IGI Global, 2015. https://doi.org/10.4018/978-1-4666-6547-7.ch013

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Abstract

Social media technologies have transformed the traditional CRM applications landscape in many ways. Apart from extending the traditional customer touch points, social media technologies play a critical role in integrating the activities involved in operational and analytical CRM. This chapter explores the business and technology trends in social CRM and examines current social CRM solutions and their capabilities in the analytical and operational (sales, service, and marketing) efforts of organizations. The chapter also discusses the technological and managerial challenges organizations may face in embracing social media technologies in their customer relationship management processes.

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