关键词：社交型CRM；使用；社交媒体服务；高级形式；技术平台；业务流程；社交网络
摘 要：Social CRM is an advanced form of CRM that uses social media services, techniques, and technologies to enable organizations to interact with their target customers. It is a business strategy supported by technological platforms, business processes, and social networks to help engage customers in a collaborative manner to provide mutual benefits to both parties. Social CRM has various applications, which include marketing, sales, customer services, social engagement with prospective customers, and social support for customers.
目 录：

01. Executive Summary

02. List of Abbreviations

03. Scope of the Report

03.1 Market Overview

03.2 Product Offerings

04. Market Research Methodology

04.1 Market Research Process

04.2 Research Methodology

05. Introduction

06. Market Landscape

06.1 Market Overview

06.2 Transition from CRM to Social CRM

06.3 Classification of Social CRM

06.4 Market Size and Forecast

06.5 Five Forces Analysis

07. Market Segmentation by End-users

07.1 Global Social CRM Software Market by End-users

2014-2019

08. Geographical Segmentation

08.1 Global Social CRM Software Market by

Geographical Segmentation 2014-2019

09. Key Leading Countries

09.1 US

09.2 UK

09.3 China

10. Buying Criteria

11. Market Growth Drivers

12. Drivers and their Impact

13. Market Challenges

14. Impact of Drivers and Challenges

15. Market Trends

16. Trends and their Impact

17. Vendor Landscape

17.1 Competitive Scenario

17.2 Major Vendors

17.3 Other Prominent Vendors

18. Key Vendor Analysis

18.1 Jive Software

18.1.1 Key Facts

18.1.2 Business Overview

18.1.3 Business Segmentation by Revenue 2013

18.1.4 Business Segmentation by Revenue 2012 and 2013

18.1.5 Geographical Segmentation by Revenue 2013

18.1.6 Business Strategy

18.1.7 Recent Developments

18.1.8 SWOT Analysis

18.2 Lithium Technologies

18.2.1 Key Facts

18.2.2 Business Overview

18.2.3 Key Products and Services

18.2.4 Geographical Presence

18.2.5 Recent Developments

18.2.6 SWOT Analysis

18.3 Oracle

18.3.1 Key Facts

18.3.2 Business Overview

18.3.3 Business Segmentation by Revenue 2013

18.3.4 Business Segmentation by Revenue 2012 and 2013

18.3.5 Geographical Segmentation by Revenue 2013

18.3.6 Business Strategy

18.3.7 Recent Developments

18.3.8 SWOT Analysis

18.4 Salesforce.com

18.4.1 Key Facts

18.4.2 Business Overview

18.4.3 Business Segmentation

18.4.4 Business Segmentation by Revenue 2013 and 2014

18.4.5 Geographical Segmentation by Revenue 2014

18.4.6 Business Strategy

18.4.7 Recent Developments

18.4.8 SWOT Analysis

19. Other Reports in this Series