The document discusses the evolution of CRM from a product-focused approach to relationship management to incorporate social media and the social customer. It outlines the rise of social media and how customers now engage with brands online. Finally, it provides examples of how some international companies have successfully implemented social CRM strategies to improve social marketing, reputation, support, and innovation.

1. Dal CRM al Social CRM
Andrea Incalza
CRM & Social CRM blogger
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2. Gli errori strategici di un’azienda product-oriented
MARKETING
SERVICE
SALES
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3. Arriva il Customer Relationship Management (CRM)
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4. Gli errori del CRM
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5. Conversation Prism by Brian Solis and JESS3
La nascita del Social Web
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6. L’avvento del Social Customer
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7. Rielaborazione da “The 18 Use Cases of Social CRM” di Altimeter Group
Social
Social Marketing
Reputation
Social
Dal CRM al Social CRM CRM
Social Innovation Social Support
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8. Il processo Social CRM
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9. Alcuni casi internazionali
Social Marketing
Social Reputation
Social Support
Social Innovation
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