Integrating Social Media and Traditional CRM

2015 ◽  
pp. 624-651
Author(s):  
Kanghyun Yoon ◽  
Jeanetta D. Sims
Keyword(s):  
Social Media ◽  
Life Cycle ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Engagement ◽  
Creation Process ◽  
The Core ◽  
Social Crm ◽  
Value Creation Process ◽  
Over Time

In recent years, marketers have paid lots of attention to a new field called social CRM, created from the combination of social media and traditional customer relationship management (CRM) practices. In the past, traditional CRM practices have mainly focused on the task of valuing individual customers' profitability through relationship management over time as the proxy of creating the firm's value. Shifting away from this trend, firms have recently attempted to promote customer engagement into the value creation process as the core of CRM strategy. This chapter proposes conceptual guidelines for the success of social CRM practices, while considering the development of personalized customer engagement programs with social media depending on customer status over the life cycle.

Integrating Social Media and Traditional CRM

2014 ◽  
pp. 103-131
Author(s):  
Kanghyun Yoon ◽  
Jeanetta D. Sims
Keyword(s):  
Social Media ◽  
Life Cycle ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Engagement ◽  
Creation Process ◽  
The Core ◽  
Social Crm ◽  
Value Creation Process ◽  
Over Time

In recent years, marketers have paid lots of attention to a new field called social CRM, created from the combination of social media and traditional customer relationship management (CRM) practices. In the past, traditional CRM practices have mainly focused on the task of valuing individual customers’ profitability through relationship management over time as the proxy of creating the firm’s value. Shifting away from this trend, firms have recently attempted to promote customer engagement into the value creation process as the core of CRM strategy. This chapter proposes conceptual guidelines for the success of social CRM practices, while considering the development of personalized customer engagement programs with social media depending on customer status over the life cycle.

Integrating Social Media and Traditional CRM

2015 ◽  
pp. 327-354
Author(s):  
Kanghyun Yoon ◽  
Jeanetta D. Sims
Keyword(s):  
Social Media ◽  
Life Cycle ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Engagement ◽  
Creation Process ◽  
The Core ◽  
Social Crm ◽  
Value Creation Process ◽  
Over Time

In recent years, marketers have paid lots of attention to a new field called social CRM, created from the combination of social media and traditional customer relationship management (CRM) practices. In the past, traditional CRM practices have mainly focused on the task of valuing individual customers' profitability through relationship management over time as the proxy of creating the firm's value. Shifting away from this trend, firms have recently attempted to promote customer engagement into the value creation process as the core of CRM strategy. This chapter proposes conceptual guidelines for the success of social CRM practices, while considering the development of personalized customer engagement programs with social media depending on customer status over the life cycle.

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.

Social CRM Analytics

2015 ◽  
pp. 22-41
Author(s):  
Prerna Lal
Keyword(s):  
Social Media ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Engagement ◽  
Community Based ◽  
Social Crm ◽  
Social Media Platforms ◽  
The Relationship ◽  
Industry Professionals ◽  
New Strategies

Social CRM entails the premise of customer relationship management channelizing the latent power and potential of social media platforms to enhance customer engagement. Social CRM encompasses a community-based environment in which the control and rules of engagement in the relationship with organizations has shifted from the unidirectional ways of traditional CRM directly to the customer who has the power to influence others in his social network. Marketers are expending efforts and devising new strategies to understand the field of social media and networks to demystify and understand consumer behaviors, patterns of engagement and attitudes and then harness the gained insights for business value. Analytics can help marketers in analyzing social CRM data to identify the most valuable insights from conversations driven by peer groups, industry professionals, prospects, customers and competitors. The objective of this chapter is to explore the opportunities analytics provides to organizations in terms of converting social CRM data into useful insights for designing CRM strategies.

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.

Social Media

2014 ◽  
Vol 5 (3) ◽  
pp. 1-15 ◽  
Author(s):  
Ashok Kumar Wahi ◽  
Yajulu Medury ◽  
Rajnish Kumar Misra
Keyword(s):  
Social Media ◽  
Web 2.0 ◽  
Social Networking ◽  
Customer Relationship Management ◽  
Online Communities ◽  
Relationship Management ◽  
Customer Relationship ◽  
Enterprise 2.0 ◽  
The Core ◽  
Crm 2.0

The purpose of this paper is to provide an understanding of the Web 2.0 phenomenon and social media and its implications on customer relationship management, in order to learn that online communities and social networking are at the core of the enterprise of future or Enterprise 2.0. A range of published articles and books regarding Web 2.0, Enterprise 2.0, CRM 2.0 and social networking are examined and critiqued. A model is proposed to establish the association between Enterprise 2.0 and Information Technology from the perspective of social media. The sources are divided into three basic elements: Web 2.0, Online Social Networking websites and CRM 2.0. If Enterprise 2.0 is the enterprise of future then Social Media is the future of enterprise. Customer engagement and customer value proposition form the core of Enterprise 2.0 and online communities and social media form the corresponding core for knowledge creation and integration of Enterprise 2.0. Social media should affect customer relationship management in organizations. In the knowledge society of the future extended enterprises will become the basis of business rather than the competitive strength of individual enterprises and therefore the need to proactively prepare for it.

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.

From Customer Relationship Management to Influencer Relationship Management

2018 ◽  
pp. 80-91
Author(s):  
Goetz Greve ◽  
Andrea Schlüschen
Keyword(s):  
Social Media ◽  
Life Cycle ◽  
Customer Relationship Management ◽  
Word Of Mouth ◽  
Relationship Management ◽  
Customer Relationship ◽  
Large Numbers ◽  
New Challenges

In today's digitally fragmented and social-media-dominated world, traditional forms of advertising—driving awareness through push advertising—are becoming less effective, and more and more consumer brands are turning to influencers as important network intermediaries to leverage the power of word-of-mouth marketing. Influencers are individual consumers who maintain large numbers of followers that seek to interact with the influencers' unique content on a regular basis. To enable companies to systematically manage the relationships between brands and influencers, the concept of customer relationship management is being transferred to fit the new challenges. The four stages of the influencer life cycle are explained and possible KPIs listed in this chapter.

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