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Introduction of Social Media Platforms and Social Media Analytics for Social CRM
| Content Provider | Semantic Scholar |
|---|---|
| Copyright Year | 2019 |
| Abstract | This chapter reviews customer relationship management, social media platforms, and social media analytics, and discusses how social media platforms and social media analytics are used to support social CRM. Social CRM emerged by integrating social media with customer relationship management. Social media offers companies an array of innovative ways to interact with their employees, customers, partners, and other stakeholders. As the user base of social media is growing rapidly, it is crucial for companies to understand their social media platforms, develop a plan to continually integrate social media with CRM, analyze social media data with social media analytics, and quickly respond to the needs of customers. To help CRM managers utilize social media analytics systematically, this chapter discusses various analytics methods and presents analytics processes for social media data. |
| Starting Page | 107 |
| Ending Page | 123 |
| Page Count | 17 |
| File Format | PDF HTM / HTML |
| DOI | 10.4018/978-1-5225-8182-6.ch006 |
| Alternate Webpage(s) | https://www.igi-global.com/viewtitlesample.aspx?id=224747&ptid=215455&t=introduction+of+social+media+platforms+and+social+media+analytics+for+social+crm |
| Alternate Webpage(s) | https://doi.org/10.4018/978-1-5225-8182-6.ch006 |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
