Research Library > SAP > How Web 2.0 Is Transforming CRM - Leveraging Social Media to Improve the Customer Experience

How Web 2.0 Is Transforming CRM - Leveraging Social Media to Improve the Customer Experience

White Paper Published By: SAP
SAP
Published:  Mar 29, 2011
Type:  White Paper
Length:  4 pages

Many view Web 2.0 as an opportunity to grow closer to their customers, better understand customer needs, and empower these customers to influence their company’s strategy. This, in turn, opens the door to improved customer service, enhanced customer loyalty, and better customer advocacy. SAP understands and embraces the vast and emerging opportunities that Web 2.0 presents for customer relationship management (CRM).



Tagssap crm, web 2.0, social media, customer relationship management, customer service, collaboration, customer experience management