Social media has received considerable attention, and many potential benefits, as well as concerns, are now being discussed. This book explores how social media can successfully support business processes in marketing, sales and service in the context of customer relationship management (CRM). It presents the fundamentals of Social CRM and shows how small and large companies alike have implemented it.

In turn, the book presents analytic and operational software tools that offer features for enhancing and streamlining interactions with customers. The book concludes with an overview of essential design areas that businesses need to bear in mind when introducing social media into their CRM strategies. In this regard, it also points out key success factors, limitations, and data protection aspects.

社交媒体已经受到了相当大的关注，许多潜在的好处，以及关注，现在正在讨论。这本书探讨了社交媒体如何在客户关系管理（CRM）的背景下成功地支持营销、销售和服务的业务流程。它介绍了社会CRM的基本原理，并展示了小型和大型公司是如何实施它的。
反过来，这本书提出了分析和操作软件工具，提供增强和简化与客户的互动功能。本书最后概述了企业在将社交媒体引入CRM战略时需要牢记的基本设计领域。在这方面，它还指出了关键的成功因素、局限性和数据保护方面。