Social Customer Relationship Management (Social-CRM) in the Era of Web 4.0

The federation of an online community around the brand is considered one of the priorities of many brands to improve their presence on the Internet. In the era of Web 2.0, communication strategies become multichannel, it is for companies to deploy a strong online presence to stand out from the competition and strengthen its position. The creation of content (videos, articles, images) has become a new way to promote the brand and create a close relationship with the customer and build loyalty. However, the advent of web 2.0 has led to a rebalancing of power between the customer and the company through the consumer's voice about the brand and referral behavior via electronic word of mouth. Customers use these online platforms not only to learn about and obtain credible product information, but also to share their opinions. Indeed, community sites offer the opportunity to the user to interact directly with the brand and with other users. This book provides relevant theoretical frameworks and the latest results of empirical research in the field. It is written for professionals who wish to improve their understanding of the strategic role of marketing 2.0, digital customer experience, and social customer relationship management on social networks. The transition from CRM to CVM and the importance of social networks to build loyalty in the web 4.0 era.