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Web 2.0 in the CRM domain: defining social CRM
International Journal of Electronic Customer Relationship Management, 2011Businesses are becoming more customer-centric and see a need to address customers more individually. An opportunity is identified in Web 2.0 technologies. Both CRM and Web 2.0 have been researched broadly in the past years, but not their potentially successful combination, which we call 'social CRM'.
Remko Helms, Marco Spruit
exaly +3 more sources
Best Practice & Research Clinical Anaesthesiology, 2011
Patients are harmed as a result of incidents. Both poor interdisciplinary communication and teamwork are contributing factors to such events. The principles of crisis resource management are meant to help prevent and manage difficulties and reflect both, the social-team-oriented and cognitive-individual-oriented aspects of human factors.
Østergaard, Doris +2 more
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Patients are harmed as a result of incidents. Both poor interdisciplinary communication and teamwork are contributing factors to such events. The principles of crisis resource management are meant to help prevent and manage difficulties and reflect both, the social-team-oriented and cognitive-individual-oriented aspects of human factors.
Østergaard, Doris +2 more
openaire +3 more sources
CRM Scorecard - CRM Performance Measurement
International Journal of Networked Computing and Advanced Information Management, 2012Customer Relationship Management (CRM) is a strategy implemented for managing a company’s interactions with customers, clients and sales prospects. Companies have invested or planning to invest huge amounts to implement CRM strategies, tools and infrastructure in order to attract and retain profitable customers in today’s increasingly competitive ...
Arwa M. AlSafi - +2 more
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2013
Today in the Information era, business’ communication with their customers strongly depends on how quickly, responsively and accurately a business is able to respond to customers’ queries, needs and demands. Conducted case study analysis of five small to medium enterprises (SMEs) identifies that SMEs require a system that would allow them to keep a ...
openaire +2 more sources
Today in the Information era, business’ communication with their customers strongly depends on how quickly, responsively and accurately a business is able to respond to customers’ queries, needs and demands. Conducted case study analysis of five small to medium enterprises (SMEs) identifies that SMEs require a system that would allow them to keep a ...
openaire +2 more sources
2010 13th International Conference on Network-Based Information Systems, 2010
This paper presents a new conceptual framework and practical solution for Customer Relationship Management (CRM) and E-Loyalty programs for cutting edge M-Commerce. CRM has come to the world of technology to help companies maximise technology usage.
Alireza Faed +2 more
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This paper presents a new conceptual framework and practical solution for Customer Relationship Management (CRM) and E-Loyalty programs for cutting edge M-Commerce. CRM has come to the world of technology to help companies maximise technology usage.
Alireza Faed +2 more
openaire +1 more source
2017
Companies are becoming more focused on customers and on new ways to approach them individually. Mobile technologies and Web 2.0 have been pushing companies to evolve in this area. This research is focused on the way Customer Relationship Management (CRM) systems are used, on a European level, by recruiting companies to assist candidates in finding a ...
Gregorio, Tania Isabel, Isaias, Pedro
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Companies are becoming more focused on customers and on new ways to approach them individually. Mobile technologies and Web 2.0 have been pushing companies to evolve in this area. This research is focused on the way Customer Relationship Management (CRM) systems are used, on a European level, by recruiting companies to assist candidates in finding a ...
Gregorio, Tania Isabel, Isaias, Pedro
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Managing CRM implementation with consultants—CRM or change management?
Journal of Change Management, 2004CRM programs are implemented to improve a company's relations with its customers. But many problems can arise during implementation—financial, technological or cultural. Most companies use consultant to help with CRM implementation, This article investigates how consultants view CRM, change management and their CRM projects.
Christina Pries, Merlin Stone †
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Die Zukunft von CRM: Nach E-CRM kommt V-CRM
2001Die entscheidende Frage lautet nach wie vor: Was will der Kunde und welchen Beitrag kann CRM dazu leisten? CRM ist kein Selbstzweck. Es dient der Befriedigung von Kundenbedurfnissen. Die Bedurfnisstruktur hat sich in den letzten Jahrzehnten sehr stark verandert.
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The value of social media in CRM : from CRM 1.0 to CRM 2.0
2012Purpose - Through this master’s level thesis, the researcher wants to deeply study CRM and the value of linking social media to it. Specifically, the researcher wants to determine if there is a potential gap between customers’ and companies’ perception of social CRM.
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