Social Customer Relationship Management (Social-CRM) in the Era of Web 4.0

The emergence of Web 2.0 has shifted power towards customers, who can influence a company's sales and image through electronic word of mouth. Companies must promote and utilize customer contributions to enhance their brand image, retain customers, and develop their marketing strategy. Social Customer Relationship Management (Social-CRM) in the Era of Web 4.0 provides insights into the strategic role of marketing 2.0, digital customer experience, and social customer relationship management on social networks.

Format: Paperback / softback
Length: 320 pages
Publication date: 24 June 2022
Publisher: IGI Global

The advent of Web 2.0 has brought about a significant shift in the power dynamics between customers and companies. This shift is largely driven by the consumer's voice, expressed through online brand communities and referral behavior via electronic word of mouth. The opinions and feedback shared by customers within these virtual brand communities can have a profound impact on a company's sales and reputation. Recognizing the importance of customer contributions, companies must actively promote and utilize these insights to enhance their brand image, retain customers, and develop effective marketing strategies.

In the era of Web 4.0, social customer relationship management (Social-CRM) emerges as a crucial tool for businesses to navigate the evolving landscape. Social-CRM provides relevant theoretical frameworks and the latest empirical research on the strategic role of marketing 2.0, digital customer experience, and social customer relationship management on social networks. This comprehensive reference work covers a wide range of topics, including disruptive marketing, artificial intelligence, and customer behavior. It is an invaluable resource for marketers, IT practitioners, CRM specialists, industry professionals, researchers, scholars, practitioners, academics, instructors, and students alike.

By leveraging the power of social media and customer engagement, companies can gain a deeper understanding of their customers' needs and preferences. Social-CRM enables businesses to personalize their interactions, provide exceptional customer service, and build strong relationships with their audience. This, in turn, leads to increased customer loyalty, repeat business, and positive word-of-mouth recommendations.

Furthermore, social-CRM plays a pivotal role in developing a competitive advantage. In today's fast-paced and interconnected world, customers have access to a vast array of information and options. Companies that can effectively manage their social media presence and engage with customers on a personal level can differentiate themselves from their competitors and create a loyal customer base.

In conclusion, the advent of Web 2.0 has transformed the way customers interact with companies. Social-CRM in the era of Web 4.0 provides a framework for businesses to leverage the power of customer contributions and build strong, sustainable relationships with their audience. By embracing social media and customer engagement, companies can enhance their brand image, retain customers, and drive growth in the competitive marketplace.

Dimension: 279 x 216 (mm)
ISBN-13: 9781799895541