Improving Customer Relations With Social Listening

2018 ◽  
pp. 615-630 ◽  
Author(s):  
Margaret C. Stewart ◽  
Maria Atilano ◽  
Christa L. Arnold
Keyword(s):  
Social Media ◽  
Academic Library ◽  
Relationship Management ◽  
Customer Relationship ◽  
Future Research ◽  
American University ◽  
Social Crm ◽  
The Social ◽  
Social Listening

Strategic social media plays a crucial role in contemporary customer relationship management (CRM); however, the best practices for social CRM are still being discovered and established. The ever-changing nature of social media challenges the ability to establish benchmarks; nonetheless, this article captures and shares actions, insights, and experiences of using social media for CRM. This case study examines how an academic library at a mid-size American university located in northeast Florida uses social media to engage in social listening and to enhance CRM. In particular, the social listening practices of this library are highlighted in relation to how they influence and potentially improve CRM. By exploring the practices of this single institution, attempts are made to better understand how academic libraries engage with customers using social media as a CRM tool and ideas for future research in the realm of social media and CRM practices are discussed.

Improving Customer Relations with Social Listening

2017 ◽  
Vol 8 (1) ◽  
pp. 49-63 ◽  
Author(s):  
Margaret C. Stewart ◽  
Maria Atilano ◽  
Christa L. Arnold
Keyword(s):  
Social Media ◽  
Academic Library ◽  
Customer Relationship ◽  
Future Research ◽  
Single Institution ◽  
American University ◽  
Social Crm ◽  
The Social ◽  
Social Listening

Strategic social media plays a crucial role in contemporary customer relationship management (CRM); however, the best practices for social CRM are still being discovered and established. The ever-changing nature of social media challenges the ability to establish benchmarks; nonetheless, this article captures and shares actions, insights, and experiences of using social media for CRM. This case study examines how an academic library at a mid-size American university located in northeast Florida uses social media to engage in social listening and to enhance CRM. In particular, the social listening practices of this library are highlighted in relation to how they influence and potentially improve CRM. By exploring the practices of this single institution, attempts are made to better understand how academic libraries engage with customers using social media as a CRM tool and ideas for future research in the realm of social media and CRM practices are discussed.

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.

Improving Customer Relationship Management Through Social Listening

2018 ◽  
pp. 202-222
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 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.

Using Social Media to Influence CRM and Loyalty

2015 ◽  
pp. 244-267
Author(s):  
Rozita Shahbaz Keshvari
Keyword(s):  
Social Media ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Restaurant Industry ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Media Usage ◽  
The Social ◽  
Customer Perspective ◽  
The Relationship

This chapter explores the influence of social media in Customer Relationship Management that leads to Customer loyalty. The social media in restaurant is recognized as an essential component of the customer satisfaction and therefore it is a cornerstone of the success of CRM and customer loyalty through social media nowadays. The purpose of this chapter is to investigate how Restaurant industry can harness the power of social media by utilizing CRM that leads to Customer loyalty. The problem is approached applying both the restaurants perspective and the customer perspective. The recent explosion in social media usage, combined with the transformation of the consumer into a “consume' activist”, has permanently changed the relationship between a restaurant and its customers. There were two interviews conducted for 384 restaurants collected and analyzed for the research. The results proved that Social media can be an excellent channel for building long-lasting customer relationships in restaurants.

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 Roles of Information Technology in Islamic Bank Knowledge Management: A study of Two Syariah Banks in Palu

2017 ◽  
Vol 13 (2) ◽  
pp. 181
Author(s):  
Nurdin Nurdin
Keyword(s):  
Information Technology ◽  
Social Media ◽  
Knowledge Management ◽  
Future Research ◽  
Islamic Banks ◽  
Study Approach ◽  
The Social ◽  
Management Project ◽  
Conventional Banks

Information technology has been considered as a vital tool  for modern organizations  to support their knowledge management projects. Previous studies have found that success knowledge management projects were supported by various information technology infrastructures. They addressed how information technology has succesfully implemented to support knowledge management project within conventional banks. However, limited study has been proposed regarding how information technology play roles in support knowledge management project within Islamic banks. Through the case study approach, the author studied the use of information technology for knowledge management process within two Bank Syariah (Bank Mandiri and Bank BNI Syariah) in Palu Central Sulawesi. The author collected data through observation, written material, and  in-depth interviews with key informants from both banks. The findings show that information technology infrastructures have played important roles in support knowledge management projects within the Islamic banks. Those information technology infrastructures includes internet, intranet, websites, communication application such as email, and social media.  This study sheds light and provides new insight on how information technology has succesfully used to support knowledge management within Islamic banks. The results benefits both academic and practioners in Islamic banks and knowledge managemet area. As the social media was an important finding for knowledge management in Islamic banks,  future research need to focus on how social media should be used for knowledge management projects in Islamic banks

The Impact of E-Commerce Customer Relationship Management in Business-to-Consumer E-Commerce

2011 ◽  
pp. 2099-2111
Author(s):  
Pauline Ratnasingam
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Future Research ◽  
Integrated Framework ◽  
Exploratory Case Study ◽  
Business To Consumer ◽  
The Impact ◽  
Practical Implications

The growth of business-to-consumer (B2C) ecommerce has gained a lot of attention among SMEs. Most B2C firms are turning their attention on how to retain new customers and are left in a situation to compete with larger firms. This paper aims to examine the impact of E-Commerce Customer Relationship Management (ECCRM) in a small business firm that engages in B2C ecommerce. Drawing upon the theories of customer relationship management, e-commerce, trust and loyalty, we develop an integrated framework of ECCRM model to illustrate the impact of the hard and soft factors that reflect the level of transactional and relational components of communication thereby impacting the customers shopping time lifecycle experiences. We develop a number of hypotheses to facilitate testing of the framework via an exploratory case study. We then discuss the findings of the integrated framework leading to theoretical and practical implications of this study and directions for future research.

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