Chapter 6. Social Media Knowledge Communities and Social CRM

Social Media is an effective tool to achieve meaningful enterprise collaboration (knowledge communities), as well as channel and partner collaboration. Chapter 4’s Social CRM Framework describes how an organization can monitor and filter relevant insight generated from Social Media communities, integrate it into the Social CRM application, and then leverage this information to better engage with customers (in this case, to better engage with internal employees and with channels/partners). This chapter explores this better engagement.

The administration of an organization’s internal knowledge is also known as knowledge management (KM). There is no consensus on the definition of KM. Ron ...

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