Chapter Questions
Why and how are customers empowered by social networks?
Define CRM and e-CRM.
Describe social CRM.
List the major benefits of SCRM to customers and enterprises.
Describe the different ways customers and companies interact (per Patricia Seybold Group).
List the five dimensions of the evolution of CRM to SCRM.
List the capabilities of SCRM that can help salespeople (including SFA).
Describe Cipriani's different dimensions along which CRM has evolved to social CRM.
Define social customers and describe their characteristics.
Provide some examples of how social customers are properly served.
List some SCRM tools.
How can social media improve call centers?
Describe autoresponding.