Influence of customer relationship management on customer behaviour, a moderating role of social media in bank and financial institutions

2019 ◽  
Vol 12 (2) ◽  
pp. 75
Author(s):  
Pramis Baral ◽  
Binod Krishna Shrestha
Keyword(s):  
Social Media ◽  
Financial Institutions ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Behaviour ◽  
Moderating Role

scholarly journals Toward a Conceptual Model for Examining the Role of Social Media on Social Customer Relationship Management (SCRM) System

2018 ◽  
pp. 102-109 ◽  
Author(s):  
Abdullah M. Baabdullah ◽  
Nripendra P. Rana ◽  
Ali Abdallah Alalwan ◽  
Raed Algharabat ◽  
Hatice Kizgin ◽  
...  
Keyword(s):  
Social Media ◽  
Conceptual Model ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship

Social Media as Social Customer Relationship Management Tool

2017 ◽  
pp. 108-123
Author(s):  
Wafaa A. Al-Rabayah
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Time Frame ◽  
Customer Relationship ◽  
Management Tool ◽  
Positive Role ◽  
Instrumental Case Study

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 a case study, we identified how using social media in communicating and managing customer's requirements as eCRM technique affects institution efficiency, the result proved the significant positive role of social media in managing customers relation starting from acquisition, passing by retention, and finally termination, data collected through personal and phone interviews in a time frame of one month.

Role of Media Agencies to Implement Social Customer Relationship Management Among Malaysian Organisations

2021 ◽  
pp. 664-680
Author(s):  
Nafisa Kasem ◽  
Kumaran Suberamanian ◽  
Shahreen Mat Nayan ◽  
Sedigheh Moghavvemi
Keyword(s):  
Social Media ◽  
New Media ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Organisational Performance ◽  
Depth Interviews

This chapter aims to examine the effects of different media agencies on the new media-based customer relationship management of Malaysian organisations. The review provides an essential investigation of the concept, beliefs, points, and execution approaches of social media-based customer relationship management (CRM). In any case, every one of the organisations is not equipped to do such examination independently, so they need to take help from outsider organisations like social media-based CRM vendors, for example, media agency, the organisations that helps them to achieve the desired CRM goals. Hence, to understand the potential of social media-based CRM, it is essential to investigate the different purposes of social media-based CRM vendors and their effect on organisational performance. The information for the examination collected from four such organisations operating in Malaysia that perform activities related to social media-based CRM through semi-structured in-depth interviews.

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