Social CRM

2012 ◽  
pp. 228-247 ◽  
Author(s):  
Anteneh Ayanso
Keyword(s):  
Customer Relationship ◽  
Web Based ◽  
Consumer Privacy ◽  
Media Technologies ◽  
Social Crm ◽  
Management Processes ◽  
Legal Challenges ◽  
Potential Benefits ◽  
Integration Data ◽  
The Web

This chapter provides an overview of social customer relationship management (CRM) and explores the Web-based platforms that provide social CRM solution in software as a service (SaaS) model as well as the applications and tools that complement traditional CRM systems. Based on a review of current practices, the chapter also outlines the potential benefits social CRM provides to organizations in their sales, service, and marketing efforts. Furthermore, while the Web and its new breed of technologies and applications open new opportunities for businesses, these technologies also pose several new challenges for organizations in implementation, integration, data security, and consumer privacy, among others. In addition, these technologies can be exploited in a negative way to propagate misinformation against businesses and their reputations. In view of this, this chapter also examines ethical and legal challenges businesses could face in embracing social media technologies at the core of their customer management processes and systems.

Social CRM

2012 ◽  
pp. 1101-1119 ◽  
Author(s):  
Anteneh Ayanso
Keyword(s):  
Customer Relationship ◽  
Web Based ◽  
Consumer Privacy ◽  
Media Technologies ◽  
Social Crm ◽  
Management Processes ◽  
Legal Challenges ◽  
Potential Benefits ◽  
Integration Data ◽  
The Web

This chapter provides an overview of social customer relationship management (CRM) and explores the Web-based platforms that provide social CRM solution in software as a service (SaaS) model as well as the applications and tools that complement traditional CRM systems. Based on a review of current practices, the chapter also outlines the potential benefits social CRM provides to organizations in their sales, service, and marketing efforts. Furthermore, while the Web and its new breed of technologies and applications open new opportunities for businesses, these technologies also pose several new challenges for organizations in implementation, integration, data security, and consumer privacy, among others. In addition, these technologies can be exploited in a negative way to propagate misinformation against businesses and their reputations. In view of this, this chapter also examines ethical and legal challenges businesses could face in embracing social media technologies at the core of their customer management processes and systems.

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.

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.

scholarly journals Benefits of Web-based Idea Management System Application

2021 ◽  
Vol 29 (3) ◽  
pp. 151-161
Author(s):  
Elina Mikelsone ◽  
Aivars Spilbergs ◽  
Jean-Pierre Segers
Keyword(s):  
Management System ◽  
Design Method ◽  
Innovation Management ◽  
Future Research ◽  
Web Based ◽  
General Management ◽  
Potential Benefits ◽  
Manova Analysis ◽  
Idea Management ◽  
The Web

Purpose: Research web-based idea management system (IMS) application benefits and their relations with different IMS types and how it is all related to the IMS results – idea quality, idea quantity and involvement. Design/Method/Approach: On the basis of a commercially available web-based IMS study and the analysis of cases of the IMS use, the main benefits of IMS were identified. The survey verified the most typical benefits for the IMS use. On the basis of a thematic analysis of the benefits, they were grouped together in advance in the thematic groups that were addressed. Data collection: the survey of 400 enterprises with web-based IMS experience was carried out. Data analysis: descriptive statistics and MANOVA analysis were utilized. Findings: The potential benefits of IMS in 4 main groups: the benefits of an idea management (IM) process, the benefits of innovation management, the benefits of cooperation, and the benefits of general management were determined.  According to MANOVA, all groups of benefits have strong connections with all types of a web-based IMS. Originality/Value: This study fills the previously identified need to clarify the types of IMS and their impact on the results and benefits of IMS application. Academic contribution to the study is (1) it is the broadest survey-based study of the web-based IMS benefits; (2) it applies two classifications of IMS; (3) it explores relations among the results, benefits and IMS types. Practical contribution is the outcomes of the study will help companies to understand what results can be achieved using different types of IMS. Research Limitations/Future Research: This research opens avenues for the future research on the web-based IMS application in organizations exploring each of the benefit relations with the web-based IMS types.   Paper type: Empirical.

The Affective and Cognitive Impacts of Perceived Touch on Online Customers' Intention to Return in the Web-based eCRM Environment

2009 ◽  
pp. 1530-1549
Author(s):  
Hong-Mei Chen ◽  
Qimei Chen ◽  
Rick Kazman
Keyword(s):  
Empirical Study ◽  
System Design ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business Managers ◽  
Theoretical Underpinning ◽  
Web Based ◽  
Affective Quality ◽  
Intention To Return ◽  
The Web

Electronic Customer Relationship Management (ECRM) systems focus on a website as the interaction channel for creating a one-to-one relationship with customers via various “touch” options. The intention of such technologies is to affectively and cognitively impact on online customers’ intention to return to the website. To capture the influence of eCRM systems, we define a construct, Perceived Touch, to differentiate the customer’s perception of the touch received from the actual level of touch deployed. We report the results of an empirical study that provides evidence that Perceived Touch positively influences customers’ Behavioral Intention to Return via both affective and cognitive routes. Our results show that Perceived Touch provides a theoretical underpinning for eCRM system design and suggests that e-business managers invest in the design and evaluation of the users’ perception of touch options and pay special attention to affective quality manipulation.

scholarly journals Metode Customer Relationship Management untuk Stokis Luxor Cabang Kisaran Berbasis Web

2021 ◽  
Vol 1 (1) ◽  
pp. 73-80
Author(s):  
Cici Paramita Panjaitan ◽  
Iqbal Kamil Siregar ◽  
Santoso Santoso
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Herbal Products ◽  
Web Based ◽  
Customer Data ◽  
The Media ◽  
Good Word ◽  
Product Sales ◽  
The Web

Abstract : Customer relationship management is a facility to strengthen relationship between companies and customers. CRM also establishes sales programs to build and manage close ties with customers so as not to move to other competitors. This thesis presents an increase in web-based CRM in Stockist Luxor Kisaran. Luxor Stockist is a business entity engaged in marketing herbal products, the system used is still with a manual system. The results of the fundamental method on the web obtained are managing customer data, product improvement, product sales, and consumer consultation facilities to respond to questions and suggestions from customers. This application uses the PHP and MYSQL programming language for the media to make it easier for customers to interact with the company. This application is expected to help companies strengthen the good word with customers in retaining customers and to get new customers. Keyword :Customer Relationship Management, Marketing, Services, PHP language and  MYSQL database  Abstrak : Manajemen hubungan pada pelanggan ialah suatu fasilitas guna  mempererat jalinan baik perusahaan dan pelanggan. CRM juga membentuk program penjualan guna membangun serta mengatur ikatan yang erat pada pelanggan agar tidak berpindah ke pesaing lain. Skripsi ini menyajikan peningkatan CRM berbasis web di Stokis Luxor Kisaran. Stokis Luxor merupakan badan usaha yang bergerak dalan pemasaran produk herbal, sistem yang digunakan masih dengan sistem manual. Hasil metode mendasar pada web yang didapat adalah mengatur data konsumen, peningkatan produk, penjualan produk, dan fasilitas konsultasi konsumen guna menanggapi pertanyaan maupun saran dari pelanggan. Aplikasi ini memakai bahasa program PHP dan MYSQL untuk media agar memudahkan pelanggan untuk berinteraksi dengan perusahaan.. Aplikasi ini diharap dapat membantu perusahaan dalam mempererat ikataan baik dengan pelanggan dalam mempertahankan pelanggan dan untuk mendapatkan pelanggan baru.Kata Kunci:Customer Relationship Management,Pemasaran ,Pelayanan, bahasa PHP dan database MYSQL

The Affective and Cognitive Impacts of Perceived Touch on Online Customers' Intention to Return in the Web-based eCRM Environment

2011 ◽  
pp. 1379-1399
Author(s):  
Hong-Mei Chen ◽  
Qimei Chen ◽  
Rick Kazman
Keyword(s):  
Empirical Study ◽  
System Design ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business Managers ◽  
Theoretical Underpinning ◽  
Web Based ◽  
Affective Quality ◽  
Intention To Return ◽  
The Web

Electronic Customer Relationship Management (ECRM) systems focus on a website as the interaction channel for creating a one-to-one relationship with customers via various “touch” options. The intention of such technologies is to affectively and cognitively impact on online customers’ intention to return to the website. To capture the influence of eCRM systems, we define a construct, Perceived Touch, to differentiate the customer’s perception of the touch received from the actual level of touch deployed. We report the results of an empirical study that provides evidence that Perceived Touch positively influences customers’ Behavioral Intention to Return via both affective and cognitive routes. Our results show that Perceived Touch provides a theoretical underpinning for eCRM system design and suggests that e-business managers invest in the design and evaluation of the users’ perception of touch options and pay special attention to affective quality manipulation.

Impact of Social CRM Capabilities on Firm Performance

2021 ◽  
pp. 1005-1021
Author(s):  
Shampy Kamboj ◽  
Mayank Yadav ◽  
Zillur Rahman ◽  
Praveen Goyal
Keyword(s):  
Social Media ◽  
Firm Performance ◽  
Customer Relationship ◽  
Four Dimensions ◽  
Media Technologies ◽  
Social Crm ◽  
The Face ◽  
And Performance ◽  
Technology Resources

The emergence of social media technologies have drastically changed the face of customer relationship management (CRM), hence firms are incorporating social media technologies in their existing CRM systems which has led to the evolution of social CRM. This article extends capability-based perspective of traditional CRM by integrating it with social media technologies and to assess empirically their significant impact on firm performance. It also examines the mediating role of co-created customer experience. The developed hypothesis and proposed model were tested through structural equation modeling (SEM). The results show that co-created customer experiences play a role of mediator between social CRM capabilities and performance outcomes. Sales/marketing centric technology resources significantly influence four dimensions and customer centric technology resources influence two dimensions of relational information processing capability. The findings also depict that there is an influence of Sales/marketing and customer centric technology resources on customer linking, market sensing and social CRM capabilities.

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