White Papers

Social CRM Comes of Age

Category: Data Management, Software and Web Development, IT Management, Enterprise Applications

Tags: crm

Overview Since 2003, the impact of the social communications makeover has shifted ownership of the customer/company relationship to control in the hands of the customer - which changes how businesses must respond to that customer. Discussions of the value of the company moved outside the company's walls to the enclaves of the customer who publicly chatted about the company without participation of the company in any way. The customer's conversations were no longer in control of any company.

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Publisher: Oracle
File Format: PDF
Date Published: Dec 1, 2009
Format: White Papers
Topics: Service Level Management, CRM Software, Data Mining - Analysis, Software Engineering, Customer Support Services

Oracle White Papers

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