tlooto
Sign up
BusinessComputer Science

Web 2.0 in the CRM domain: defining social CRM

Robbert Faase, R. Helms, M. Spruit

2011.4.21International Journal of Electronic Customer Relationship Management

DOI: 10.1504/ijecrm.2011.039797

tlooto Summary

This research defines social CRM and presents a new model that depicts the fundamental aspects of socialCRM in four layers, finding that Web 2.0 services add value in every domain of the CRM environment, depending on the type of service at hand.

Abstract

Abstract is not available.

Citation format

FAASE, Robbert; HELMS, R.; SPRUIT, M. Web 2.0 in the CRM domain: Defining social CRM. International Journal of Electronic Customer Relationship Management, 2011, 5: 1.