Integrating Social Media into CRM

Integrating Social Media into CRM

Strategies and Tactics for Incorporating Social Comments and Influence into Customer Value

RELEASE DATE
01-Oct-2013
REGION
North America
Deliverable Type
Market Research
Research Code: 9857-00-40-00-00
SKU: IT00146-NA-MR_01140
AvailableYesPDF Download
$1,500.00
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SKU
IT00146-NA-MR_01140
$1,500.00
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Description

The growth of social media is shaking up corporate customer relationship management (CRM) strategies. It is prompting firms to reconsider the customer referral value component in customer value as it allows customers to expand their social networks beyond their immediate circles of family, friends, colleagues, neighbors, and acquaintances. Companies must then apply tools like social network analysis and social influence scoring to measure and assess social impact on CRV and ultimately CV, or “Social CRM” in their CRM strategies.

Table of Contents

The growth of social media is shaking up corporate customer relationship management (CRM) strategies. It is prompting firms to reconsider the customer referral value component in customer value as it allows customers to expand their social networks beyond their immediate circles of family, friends, colleagues, neighbors, and acquaintances. Companies must then apply tools like social network analysis and social influence scoring to measure and assess social impact on CRV and ultimately CV, or Social CRM in their CRM strategies.
More Information
Deliverable Type Market Research
No Index Yes
Podcast No
Author Brendan Read
Industries Information Technology
WIP Number 9857-00-40-00-00
Is Prebook No