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.

Case Study

2011 ◽  
pp. 291-308 ◽  
Author(s):  
Minna Pura
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Tool ◽  
Mobile Advertising ◽  
Media Environment ◽  
Brand Building ◽  
Cross Media ◽  
The Right

Building a brand in the fragmenting media environment is a challenging task. Advertising should be integrated and personalized, it should utilize different channels, and reach the customer at the right place, at the right time, through the right channel, and in the appropriate context. Mobile advertising should be used as a means of creating value to the customers and serving the customers better. This paper gives an insight into the practical possibilities and pitfalls of mobile advertising as a brand building and customer relationship management tool. The case study describes how mobile advertising can be used to get the youth target group to give information about themselves to the company, and how this information can be utilized for future customer relationship management. The effectiveness of mobile advertising in a cross media context is analyzed through conversion and loyalty measures.

scholarly journals The Importance of Human Domain Knowledge and Business Data Analytics to Support Modern Financial Decisions

2021 ◽  
Vol 4 (1) ◽  
pp. p1
Author(s):  
Nadia Delanoy Ph.D. ◽  
Karina Kasztelnik, Ph.D., MBA, CPA, CTP
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Data Analytics ◽  
Domain Knowledge ◽  
Relationship Management ◽  
Customer Relationship ◽  
Financial Decision ◽  
Business Data ◽  
Media Narratives

The purpose of this study is to identify how importance is human domain knowledge and business data analytics to support modern financial decision. Understanding whether social media narratives could provide a value-add to current customer relationship management practices could be quite valuable. Design/methodology/approach-An analysis of the literature was undertaken and based on an assessment of the literature, conceptual states and pragmatic approaches as well as existing theoretical understandings and frameworks. An explorative case study approach based on Yin’s design will be utilized as a framework as well as a demographic survey to distill even further the characteristics of the sampling from a customer, management and social media user perspective. Furthermore, a customer relationship management framework which would include the adjoining of data analytics and social media narratives will be discussed in context of the research findings. This will help researchers and practitioners more readily explore the shared value framework which the study will be based and contribute to a more fulsome consideration of customer relationship management practice shifts within a technological and social media-oriented age. The contributions of this research will also help reiterate the importance of context in data management as well as the importance of the paradigmatic power shifts reflected in consumer usage of social media, product or service offerings, social consciousness and ethical practice as it relates to the influence of consumer intentions and subsequent purchasing intentions.The purpose of this qualitative exploratory case study was to gain common understandings of how importance is human domain knowledge and business data analytics to support modern financial decision. In order to support reliable and valid research, a purposive sample of customer relations managers, business analysts who have customer relations management (CRM) roles, and customers who utilize social media for the purposes of product or service development was attained.

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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