Results 311 to 320 of about 587,891 (349)

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
openaire   +1 more source

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
openaire   +1 more source

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
openaire   +4 more sources

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
openaire   +2 more sources

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
openaire   +1 more source

Improving Customer Relationship Management Through Social Listening

2018
In the dynamic world of social media strategy, developing an effective approach to customer relationship management (CRM) online is challenging. With best practices for CRM on social media still being uncovered, the value of social listening is becoming recognizable in contemporary social CRM. This chapter presents a case study that shares the actions,
Margaret C. Stewart, Maria Atilano, Christa L. Arnold   +2 more
openaire   +1 more source

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
openaire   +1 more source

Empowering customers in electronic health (e-health) through social customer relationship management

International Journal of Electronic Customer Relationship Management, 2014
Empowerment in e–health context relates to the ability of patients to have more access towards their health information, services and medical information through information communication & technology. Empowerment allows customers or patients to participate actively in healthcare business processes and decision–making. This paper discusses and proposes
Mohammad Nabil Almunawar, Muhammad Anshari   +1 more
openaire   +1 more source

Social-Customer-Relationship-Management (Social-CRM)

WIRTSCHAFTSINFORMATIK, 2012
Rainer Alt, Olaf Reinhold
openaire   +2 more sources

Social customer relationship management - CRM social

2011
La cultura del Customer Relationship Management (CRM), o la orientación empresarial hacia el cliente, describe un cambio de mentalidad en el seno de la empresa estrechamente relacionado con la esencia y las potencialidades de las herramientas Web 2.0. Los nuevos clientes, el consumidor social, están informando, compartiendo, criticando y recomendando ...
openaire   +1 more source