Results 161 to 170 of about 589,242 (204)

Social Customer Relationship Management (SCRM)

2017
The organizations reach to their objectives by adopting an effective customer management strategy. Today, organizations have become aware that to reach their objectives its must focus on customer relationships, engagement and retention, not only to increase their market share.
Ameen Al-Azzam, Rawan T. Khasawneh
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From social media to social customer relationship management

Strategy & Leadership, 2011
PurposeThe purpose of this paper is to present the augment of the authors, who are IBM consultants, that companies need to meld social media programs with customer relationship management (CRM). This new paradigm – Social CRM – recognizes that instead of just managing customers, the role of the business is to facilitate collaborative social experiences
Carolyn Heller Baird, Gautam Parasnis
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Social Network Customer Relationship Management for Orchestras

2022
The COVID-19 pandemic and quarantine policies have caused the Hong Kong Philharmonic Orchestra (HKPhil) to significantly reduce offline concerts and ticket revenue, while increasing reliance on government funding. With the advancement of internet and mobile technologies, social media greatly help disseminate information and connect to customers.
Jiaming Wang, Suming Deng, Dickson K. W. Chiu, Cheuk Ting Chan   +3 more
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Social customer relationship management factors and business benefits

International Journal of Organizational Analysis, 2020
Purpose This study aims to identify the business benefit of and factors affecting the use of social customer relationship management (SCRM) in Indian organizations. Design/methodology/approach Building on theoretical foundations, a conceptual model of factors affecting SCRM in Indian organizations is developed and empirically tested through a survey
Sheshadri Chatterjee, Ranjan Chaudhuri, Demetris Vrontis, Alkis Thrassou, Soumya Kanti Ghosh, Sumana Chaudhuri   +5 more
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Incorporating social customer relationship management in negotiation

International Journal of Electronic Customer Relationship Management, 2013
This paper is to examine the negotiating issues and aspects of emerging Web 2.0 technology in customer relationship management (CRM) namely social CRM or CRM 2.0 helps individual or organisational to exercise multi-channel interactions beyond its traditional mechanism.
Kim Cheng Patrick Low, Muhammad Anshari
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Social Software in Customer Relationship Management

2012
In this chapter, we present PurpleBee, a tool on top of Instant Messaging networks that serves as a communication point between the company and their customers. The application manifests itself as a “buddy” on the list of buddies the customer has on his IM service and allows him to interact in different ways with the company through sending and ...
Ammar Memari, Jorge Marx Gómez, Waad Asaad   +2 more
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State-of-the-art social customer relationship management

Asia Pacific Journal of Tourism Research, 2018
ABSTRACTThe rise of social media challenges the traditional notion of customer relationship management (CRM) and has led to the emergence of social CRM. This study collected and content-analyzed recent literature along the intersection between social media and CRM, to present an overview of the social CRM research in tourism and hospitality.
Irene Cheng Chu Chan, Davis Ka Chio Fong, Rob Law, Lawrence Hoc Nang Fong   +3 more
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Social customer relationship management: An integrated conceptual framework

Journal of Hospitality Marketing & Management, 2018
In recent years, the concept of customer relationship management (CRM) has undergone a major change from being a strategy that focused solely on establishing financial bonds with customers to one t...
Dewnarain, S., Ramkissoon, Haywantee, Mavondo, F.   +2 more
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Connecting Customer Relationship Management Systems to Social Networks

2013
As the popularity and the commercial potential of social networks such as LinkedIn and Facebook increase, we present a framework that aims to reuse social networks data within a customer relationship management (CRM) application. The framework has been implemented in LinkedInFinder that pulls data from LinkedIn into the Microsoft Dynamics CRM system ...
Zwikstra, H (Hanno), Hogenboom, Frederik, Vandic, Damir, Frasincar, Flavius   +3 more
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Social Media as Social Customer Relationship Management Tool

2017
Customer Relationship Management (CRM) is the process of managing a business's interaction with current and future potential customers. This instrumental case study aims to study and explain the role of social media as Electronic Customer Relationship Management tool (ECRM) in health care and tourism context by using Jordan Medical Directory company as
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