DOES SOCIAL MEDIA ENHANCE INNOVATION IN CUSTOMER RELATIONSHIP MANAGEMENT？: A THEORETICAL EXPLORATION OF THE EFFECTS OF SOCIAL CRM IN SERVICE SECTORS

2014 ◽  
Author(s):  
Kaede Sano ◽  
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Social Crm ◽  
Service Sectors

scholarly journals Implementing Social Customer Relationship Management in Turbulent Environments: A Dynamic Capabilities Perspective

Webology ◽  
2021 ◽  
Vol 18 (SI03) ◽  
pp. 49-70
Author(s):  
Vu Minh Ngo ◽  
Quyen Phu Thi Phan ◽  
Hieu Minh Vu
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Technology Use ◽  
Customer Value ◽  
Dynamic Capabilities ◽  
Relationship Management ◽  
Customer Relationship ◽  
Superior Performance ◽  
Turbulent Environments ◽  
Social Crm

Purpose: Despite the crucial contribution of social media on customer relationship management (CRM) strategies, how social CRM can be transformed into customer value, and economics returns for firms remain unexplored in the hospitality industry, especially in turbulent environments. As a new approach for dealing with both gradual and disruptive changes in the market, this study develops and tests the mediating role of dynamic capabilities in the social CRM - performance relationship. Methodology: Drawing on resource-based view and capabilities perspectives, a mixed methodology was applied. First, a survey was conducted to quantitatively test the proposed hypotheses using Structural Equation Modelling with PLS approach (PLS-SEM) on a sample consisting of 111 SEMs. Then, a qualitative fuzzy-set Comparative Analysis (fsQCA) was employed to look for the unique combinations of capabilities to achieve firms‟ superior performance. Findings: The outcomes indicated a mixture of expected and unexpected findings, including: (i) the direct effect of social CRM on firm‟s performance; (ii) Dynamic capabilities as the missing link between social CRM capabilities and firms‟ performance; (iii) the unique roles of social media technology use in the combinations with other capabilities for generating the best firms‟ performance. Originality: This study is among the few to consider the dynamic nature of the market when investigating how to implement Social CRM successfully. The insights and practical implications in this study can be useful for managers in SMEs whose desire is to build a dynamic system for improving customer value and firms‟ performance.

Business and Technology Trends in Social CRM

2019 ◽  
pp. 1387-1401
Author(s):  
Anteneh Ayanso
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Critical Role ◽  
Relationship Management ◽  
Customer Relationship ◽  
Media Technologies ◽  
Social Crm ◽  
Management Processes ◽  
Technology Trends

Social media technologies have transformed the traditional CRM applications landscape in many ways. Apart from extending the traditional customer touch points, social media technologies play a critical role in integrating the activities involved in operational and analytical CRM. This chapter explores the business and technology trends in social CRM and examines current social CRM solutions and their capabilities in the analytical and operational (sales, service, and marketing) efforts of organizations. The chapter also discusses the technological and managerial challenges organizations may face in embracing social media technologies in their customer relationship management processes.

scholarly journals The Integration Paradigm of Social CRM

2018 ◽  
Author(s):  
Sumitro Sarkum
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Company Performance ◽  
New Paradigm ◽  
Customer Involvement ◽  
Social Crm ◽  
New Generation

The emergence of social media changing the map of central power with the creation of a customer centric as a new generation of powerful, sophisticated, difficult to influence, induced and maintained. To deal with these changes, Customer Relationship Management assessment metrics to integrate social media and turned into a Social CRM (Customer Relationship Management) as a new paradigm in marketing. To achieve goals and improve company performance required customer involvement in implementing marketing strategies in social media.

scholarly journals The Impact of Social CRM Capabilities and Customer Engagement on the Firm Performance: Mediating Role of Social Media Usage

2019 ◽  
Vol 7 (3) ◽  
pp. 313-324
Author(s):  
Muhammad Azhar Bhatti ◽  
Muhammad Farhan ◽  
Munawar Javed Ahmad ◽  
Muhammad Naeem Sharif
Keyword(s):  
Social Media ◽  
Firm Performance ◽  
Customer Relationship Management ◽  
Textile Industry ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Engagement ◽  
Media Usage ◽  
Social Crm ◽  
The Impact

This research aims to analyze the impact of social customer relationship management (CRM) capabilities and customer engagement on the firm performance in the textile industry of Pakistan. Another purpose of the article is to examine the mediating role of social media usage on the nexus of social CRM capabilities, customer relationship management and firm performance. The customer relation officers of textile industry situated in the Punjab province of Pakistan are the respondents and data were gather by using questionnaires and PLS-SEM was employed for hypotheses testing. The findings revealed that social CRM capabilities and customer engagement have positive nexus with the firm performance while social media usage positively mediates the relationship among the social CRM capabilities, customer relationship management and firm performance. These findings provide the guidance to the regulations making authorities that they should enhance their emphasis on the CRM capabilities, employee engagement and social media usage that enhance the firm performance.

scholarly journals The implementation of social customer relationship management for tourism information system

2021 ◽  
Vol 24 (3) ◽  
pp. 1578
Author(s):  
Ali Ibrahim ◽  
Dwi Rosa Indah ◽  
Devi Indra Meytri
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Model Development ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Customer Data ◽  
Social Crm ◽  
Tourism Information ◽  
Waterfall Model

Semambu island village, Ogan Ilir regency, south Sumatra has been used as an agricultural and livestock education tour destination since November 2017 and there has been no customer data management since then. The use of social media as a promotional tool has not been done to its maximum potential. This can be seen from 189 people who liked its Facebook page or 11.05% out of the reached users, 192 followers or 11.23% and those who interacted as many as 114 people or 6.67% from the total users. Meanwhile, there were 709 followers on its Instagram which consisted of 48% men and 52% women at the time of the study. This research applied social customer relationship management (social CRM) in a website-based system. The waterfall model development method supported the customer relations management by utilizing Facebook and Instagram to improve customer relationships in providing travel information, knowing interest and listening to complains as well as their suggestions based on interactions with the social media users as existing and prospective customers.

Business and Technology Trends in Social CRM

2015 ◽  
pp. 295-309
Author(s):  
Anteneh Ayanso
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Critical Role ◽  
Relationship Management ◽  
Customer Relationship ◽  
Media Technologies ◽  
Social Crm ◽  
Management Processes ◽  
Technology Trends

Social media technologies have transformed the traditional CRM applications landscape in many ways. Apart from extending the traditional customer touch points, social media technologies play a critical role in integrating the activities involved in operational and analytical CRM. This chapter explores the business and technology trends in social CRM and examines current social CRM solutions and their capabilities in the analytical and operational (sales, service, and marketing) efforts of organizations. The chapter also discusses the technological and managerial challenges organizations may face in embracing social media technologies in their customer relationship management processes.

Improving Customer Relationship Management Through Social Listening

2021 ◽  
pp. 1460-1480
Author(s):  
Margaret C. Stewart ◽  
Maria Atilano ◽  
Christa L. Arnold
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Academic Library ◽  
Relationship Management ◽  
Customer Relationship ◽  
Future Research ◽  
American University ◽  
Social Crm ◽  
Social Media Strategy ◽  
Social Listening

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, insights, and experiences of using social media for CRM at the academic library at a mid-size American university located in northeast Florida. Using specific examples of how social media is used to engage in social listening and to enhance CRM, the social listening practices and social media strategy of this library are highlighted in relation to how they influence and potentially improve CRM. By examining the practices of this individual institution's library, a better understanding of how academic libraries engage with customers using social media as a CRM platform comes to light. In addition, ideas for future research on the intersection of social listening, CRM, and social media strategy are discussed.

scholarly journals CRM 2.0 sebagai Strategi Layanan Rumah Sakit Kelas C terhadap Pasien BPJS –KIS

2019 ◽  
Vol 6 (2) ◽  
pp. 236-245
Author(s):  
Dhana Sudana ◽  
Andi W.R. Emanuel
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Social Crm ◽  
Crm 2.0

Latar belakang: Pelayanan asuransi dari pemerintah (JKN) melalui badan penyelenggara BPJS-KIS saat ini merupakan bagian besar rumah sakit yang ada di Indonesia. Meskipun begitu masih banyak peserta BPJS-KIS yang masih belum mengetahui tatacara menggunakan asuransi JKN di rumah sakit.  Pihak rumah sakit melalui Customer Relationship Management (CRM) seharusnya bisa memberikan informasi tersebut melalui website atau melalui media social RS. Tujuan: Penelitian ini memberikan usulan model penyampaian informasi melalui model social-CRM sebagai bentuk ikatan antara pasien asuransi pemeritah BPJS-KIS terhadap rumah sakit kelas C di Yogyakarta sebagai rujukan pertama Faskes 1.   Method: peneliti mengambil contoh website rumah sakit kelas C di Yogyakarta baik rumah sakit pemerintah, organisasi sosial dan swasta. Dari website rumah sakit tersebut kami menganalisis seberapa besar bentuk informasi tentang asuransi dan service RS terhadap pasien BPJS _KIS. Kami memberikan usulan desain model social-CRM atau CRM-2.0 untuk rumah sakit dengan memasukan informasi BPJS-KIS dalam menu khusus. Dalam model social CRM ini kami memberikan usulan fitur yang mudah di akses peserta/ pasien KIS yang di hubungan dengan social media RS seperti Facebook, twiter instagram dll. Hasil: Bentuk usulan social CRM rumah sakit yang diperuntukan masyarakat pengguna asuransi BPJS –KIS yang dapat diakses melalui social media RS.

Re-Conceptualizing Relational Integrated Marketing Communications from the Perspective of Social CRM

2014 ◽  
pp. 222-253 ◽  
Author(s):  
Kanghyun Yoon ◽  
Jeanetta D. Sims
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Marketing Communications ◽  
Integrated Marketing Communications ◽  
Integrated Marketing ◽  
Social Crm ◽  
Communications Strategies

As a new emerging trend, social Customer Relationship Management (social CRM) can be defined as the business practice of promoting voluntary customer engagement activities driven by social media into the value creation process in order to build long-term co-beneficial relationships with target customers as the ultimate end-goal of customer relationship management. Following the spirit of social CRM, this chapter is intended to propose conceptual guidelines for the design of effective relational integrated marketing communications strategies, including message and media strategies, with particular focus on the promotion of opinion leaders' voluntary engaged efforts with others in a typical social network setting. By implanting the power of social media in relational integrated marketing communications strategies, marketers are able to put the “relationship” back into CRM in order to restore its true meaning – building better long-term relationships with customers.

Re-Conceptualizing Relational Integrated Marketing Communications from the Perspective of Social CRM

2015 ◽  
pp. 2102-2134
Author(s):  
Kanghyun Yoon ◽  
Jeanetta D. Sims
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Marketing Communications ◽  
Integrated Marketing Communications ◽  
Integrated Marketing ◽  
Social Crm ◽  
Communications Strategies

As a new emerging trend, social Customer Relationship Management (social CRM) can be defined as the business practice of promoting voluntary customer engagement activities driven by social media into the value creation process in order to build long-term co-beneficial relationships with target customers as the ultimate end-goal of customer relationship management. Following the spirit of social CRM, this chapter is intended to propose conceptual guidelines for the design of effective relational integrated marketing communications strategies, including message and media strategies, with particular focus on the promotion of opinion leaders' voluntary engaged efforts with others in a typical social network setting. By implanting the power of social media in relational integrated marketing communications strategies, marketers are able to put the “relationship” back into CRM in order to restore its true meaning – building better long-term relationships with customers.

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