Results 221 to 230 of about 19,093 (256)

Understanding social customer relationship management adoption: qualitative insights

Journal of Strategic Marketing, 2021
Acknowledging that research on social customer relationship management (CRM) adoption remains scant, grounded in the theoretical perspectives of dynamic capabilities and technology adoption, and exploratory results from a field investigation of twelve firms drawn from a single industry, we identify and group relevant variables that potentially influence
Gamage, Thilini Chathurika, Gnanapala, WKAC, Ashill, Nicholas   +2 more
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Social Customer Relationship Management (S-CRM)

2022
Customer relationship management (CRM) has evolved significantly in recent years, from a strategy that focused exclusively on developing financial links with clients to one that fosters both transactional and interactional interactions. As a result, a new type of CRM called social customer relationship management (SCRM) or CRM 2.0 has emerged.
Ruchika Sharma, Anshu Rani, Megha Kumar, Shiffu Abrol   +3 more
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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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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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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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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 ...
Hanno Zwikstra, Frederik Hogenboom, Damir Vandic, Flavius Frasincar   +3 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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Beyond the Target Customer: Social Effects of Customer Relationship Management Campaigns

Journal of Marketing Research, 2017
Customer relationship management (CRM) campaigns have traditionally focused on maximizing the profitability of the targeted customers. The authors demonstrate that in business settings characterized by network externalities, a CRM campaign that is aimed at changing the behavior of specific customers propagates through the social network, thereby also ...
Eva Ascarza, Peter Ebbes, Oded Netzer, Matthew Danielson   +3 more
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The Key to Social Media Implementation: Bridging Customer Relationship Management to Social Media

2013 46th Hawaii International Conference on System Sciences, 2013
Perhaps, one of the most recent IT-based solutions nowadays is social media solution. Many organizations have created their own Facebook and Twitter pages, and employ social media tools to monitor their standing in the social networks. However, not all of them have been successful in employing these social solutions.
Seyedreza Mousavi, Haluk Demirkan
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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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