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International Journal of Customer Relationship Marketing and Management, 2015
The principal focus of this paper is the development of a conceptual model that incorporates personality variables and service provider-related social media characteristics to propose their impact on consumers' perceptions of the usefulness of social CRM and user satisfaction with a service provider's social CRM efforts, as well as the impact of these ...
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The principal focus of this paper is the development of a conceptual model that incorporates personality variables and service provider-related social media characteristics to propose their impact on consumers' perceptions of the usefulness of social CRM and user satisfaction with a service provider's social CRM efforts, as well as the impact of these ...
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2012
This chapter provides an overview of social customer relationship management (CRM) and explores the Web-based platforms that provide social CRM solution in software as a service (SaaS) model as well as the applications and tools that complement traditional CRM systems.
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This chapter provides an overview of social customer relationship management (CRM) and explores the Web-based platforms that provide social CRM solution in software as a service (SaaS) model as well as the applications and tools that complement traditional CRM systems.
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2018
Within a short period of time, social media has risen to a multi-faceted, two-way marketing and service channel. Its handling bears novel opportunities, but also large risks. Consumers and firms act and interact on social media platforms in various ways: from exchanging thoughts and recommendations about products and services, seeking help or stating ...
V. Kumar, Werner Reinartz
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Within a short period of time, social media has risen to a multi-faceted, two-way marketing and service channel. Its handling bears novel opportunities, but also large risks. Consumers and firms act and interact on social media platforms in various ways: from exchanging thoughts and recommendations about products and services, seeking help or stating ...
V. Kumar, Werner Reinartz
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2015
Social CRM entails the premise of customer relationship management channelizing the latent power and potential of social media platforms to enhance customer engagement. Social CRM encompasses a community-based environment in which the control and rules of engagement in the relationship with organizations has shifted from the unidirectional ways of ...
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Social CRM entails the premise of customer relationship management channelizing the latent power and potential of social media platforms to enhance customer engagement. Social CRM encompasses a community-based environment in which the control and rules of engagement in the relationship with organizations has shifted from the unidirectional ways of ...
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2014 International Conference on Information Technology Systems and Innovation (ICITSI), 2014
Traditional CRM (Customer Relationship Management) contains 3 modules, Marketing, Sales, and Support, which rely on the customer relationship and profiling information. While the information contained in those 3 modules is input by operator, it will be prudent to gather much more information from the Internet. We can find relationship between customers
Nyoman Karna +2 more
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Traditional CRM (Customer Relationship Management) contains 3 modules, Marketing, Sales, and Support, which rely on the customer relationship and profiling information. While the information contained in those 3 modules is input by operator, it will be prudent to gather much more information from the Internet. We can find relationship between customers
Nyoman Karna +2 more
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From e-CRM to s-CRM. Critical factors underpinning the social CRM activities of SMEs
Small Enterprise Research, 2014AbstractThis paper builds on previous research that investigated the critical factors underpinning the e-CRM activities of SMEs. However, marketing practice has moved on from the ‘e’ in e-CRM. Today, the disruptive technologies in CRM are social media.
Paul Harrigan, Morgan Miles
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2013
This chapter presents a study of integration of traditional CRM systems with new social networking technologies available on the Web, such as Twitter, blogs, and communities, showing a set of the best practices on the use of these technologies to improve business relationships with customers. The authors present a set of best practices with guidance on
Fabiana Lorenzi, Stanley Loh
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This chapter presents a study of integration of traditional CRM systems with new social networking technologies available on the Web, such as Twitter, blogs, and communities, showing a set of the best practices on the use of these technologies to improve business relationships with customers. The authors present a set of best practices with guidance on
Fabiana Lorenzi, Stanley Loh
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2019
Based on four cases from various industries, this chapter illustrates how companies apply Social CRM. The cases provide insights into the broad spectrum in which social media may benefit customer relationship management (CRM) processes. The cases show different levels of maturity for integrating social media and CRM and may be regarded as examples that
Rainer Alt, Olaf Reinhold
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Based on four cases from various industries, this chapter illustrates how companies apply Social CRM. The cases provide insights into the broad spectrum in which social media may benefit customer relationship management (CRM) processes. The cases show different levels of maturity for integrating social media and CRM and may be regarded as examples that
Rainer Alt, Olaf Reinhold
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Social CRM: Challenges and Perspectives
2019Social media have a variety of use cases in CRM and Social CRM solutions vary considerably in scope and complexity. This chapter discusses four critical aspects for the implementation of Social CRM. First, businesses need to define their individual strategy towards Social CRM based on four generic options.
Rainer Alt, Olaf Reinhold
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Loyalty Strategy and Social-CRM
2016Always on the lookout for novelty and innovation, companies are using social networks, which now occupy an important place in our daily. Users of social networks constitute a new target for retailers looking to evolve their loyalty programs. Through Facebook or twitter accounts, the company can develop a profile of the user and have an idea regarding ...
Nedra Bahri-Ammari, Slim Mraidi
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