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Littérature scientifique sur le sujet « CRM, Social media, Social CRM »

Auteur : Grafiati
Publié le 9 mars 2023
Mis à jour le 10 mars 2023

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Articles de revues sur le sujet "CRM, Social media, Social CRM"

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Yawised, Kritcha, et Peter Marshall. « Social CRM ». International Journal of Virtual Communities and Social Networking 7, no 1 (janvier 2015) : 14–20. http://dx.doi.org/10.4018/ijvcsn.2015010102.

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Social customer relationship management (social CRM) is an emerging practice that utilises social media to engage with customers. In its most complete form, social CRM is a concept and a practice that integrates social media and social networking with traditional CRM technologies, processes and practices in order to bring about a superior engagement with customers including improved customer service, leading, hopefully, to improved revenues and profits for adopting businesses. This paper reviews the academic and practitioner literatures on social CRM, makes a broad comparison between the two literatures, and then, based on an assessment of the literature, specifies possible new research directions and opportunities. In terms of the findings, the literature review revealed that academic research in social CRM focused, unsurprisingly, on the theoretical notion of social CRM and on specifying the key processes for it, whereas the practitioner literature focused on how to respond to the challenges of social media and capitalise on the opportunities presented by such media.
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Juwitasary, Hanny, Mohamad Noorman Marek, Norizan Anwar, Mohd Nasir Ismail et Yohannes Kurniawan. « Social Media in Social CRM : Systematic literature review ». Environment-Behaviour Proceedings Journal 7, SI10 (30 novembre 2022) : 59–65. http://dx.doi.org/10.21834/ebpj.v7isi10.4102.

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Social CRM has become a concept that changes traditional CRM into technological CRM that uses web 2.0 or social media to engage with the customer. SM usage growth is so rapid that companies compete to use social media as their marketing to improve engagement and services to their customers. This research aims to find the role of SM and factors that can measure the influence of SM in S-CRM. This study uses SLR to identify the parts of SM in the industry that implements social CRM and measurement that comes out of the TOE, TAM and IS success models. Keywords: social media, social CRM, systematic literature review eISSN: 2398-4287 © 2022. The Authors. Published for AMER ABRA cE-Bs by E-International Publishing House, Ltd., UK. This is an open-access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer-review under the responsibility of AMER (Association of Malaysian Environment-Behavior Researchers), ABRA (Association of Behavioral Researchers on Asians), and cE-Bs (Centre for Environment-Behavior Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia.
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Greve, Goetz. « Social CRM – ganzheitliches Beziehungsmanagement mit Social Media ». Marketing Review St. Gallen 28, no 5 (octobre 2011) : 16–21. http://dx.doi.org/10.1007/s11621-011-0058-5.

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Bailey, Ainsworth Anthony. « Factors Promoting Social CRM ». International Journal of Customer Relationship Marketing and Management 6, no 3 (juillet 2015) : 48–69. http://dx.doi.org/10.4018/ijcrmm.2015070104.

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The principal focus of this paper is the development of a conceptual model that incorporates personality variables and service provider-related social media characteristics to propose their impact on consumers' perceptions of the usefulness of social CRM and user satisfaction with a service provider's social CRM efforts, as well as the impact of these perceptions on subsequent intentions and behaviors such as intention to continue social engagement, social engagement with the brand, and electronic word-of-mouth generation. The model proposes positive and significant relationships among the personality variables and perceptions of usefulness and user satisfaction with a service provider's social CRM efforts. In addition, social media platform characteristics also have positive and significant on these variables, which in turn positively and significantly impact consumer social engagement and e-WOM generation. The conceptual model needs validation. Survey data can be obtained and SEM can be used to assess the proposed links in the model.
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Harrigan, Paul, Geoff Soutar, Musfiq Mannan Choudhury et Michelle Lowe. « Modelling CRM in a social media age ». Australasian Marketing Journal (AMJ) 23, no 1 (février 2015) : 27–37. http://dx.doi.org/10.1016/j.ausmj.2014.11.001.

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Thute, Charudatta. « Social media monitoring : paradigm shift in CRM ». International Journal of Electronic Customer Relationship Management 7, no 3/4 (2013) : 231. http://dx.doi.org/10.1504/ijecrm.2013.060699.

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Kamboj, Shampy, Mayank Yadav, Zillur Rahman et Praveen Goyal. « Impact of Social CRM Capabilities on Firm Performance ». International Journal of Information Systems in the Service Sector 8, no 4 (octobre 2016) : 1–16. http://dx.doi.org/10.4018/ijisss.2016100101.

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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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Stewart, Margaret C., Maria Atilano et Christa L. Arnold. « Improving Customer Relations with Social Listening ». International Journal of Customer Relationship Marketing and Management 8, no 1 (janvier 2017) : 49–63. http://dx.doi.org/10.4018/ijcrmm.2017010104.

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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.
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Heller Baird, Carolyn, et Gautam Parasnis. « From social media to Social CRM : reinventing the customer relationship ». Strategy & ; Leadership 39, no 6 (8 novembre 2011) : 27–34. http://dx.doi.org/10.1108/10878571111176600.

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Cheng, Colin CJ, et Eric C. Shiu. « How to enhance SMEs customer involvement using social media : The role of Social CRM ». International Small Business Journal : Researching Entrepreneurship 37, no 1 (31 mai 2018) : 22–42. http://dx.doi.org/10.1177/0266242618774831.

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Despite increasing attention to the influence of customer involvement and social media in developing innovation in small- and medium-sized enterprises (SMEs), few studies have specifically investigated how to improve the effectiveness of social media–based customer involvement. Drawing on the knowledge-based view, social network and capability theories, we address this question by arguing that Social Customer Relation Management (CRM) enhances the effect of social media–based customer involvement upon innovation. Two key capabilities further enhance the moderating effect of Social CRM: social media network and customer information processing capabilities. The results from a longitudinal dataset of 317 SMEs indicate that SME customer involvement, enabled by Social CRM, social media network and customer information processing capabilities increases innovation. These findings have important implications for researchers and managers interested in enhancing the efficacy of SME customer involvement using social media.
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Thèses sur le sujet "CRM, Social media, Social CRM"

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Alt, Rainer, et Olaf Reinhold. « Anwendungsfälle und Werkzeuge des Social CRM ». Universität Leipzig, 2015. https://ul.qucosa.de/id/qucosa%3A13341.

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Der Forschungsbericht enthält studentische Arbeiten zu Anwendungsgebieten und Technologien des Social Customer Relationship Management (CRM). Die einzelnen Beiträge ergänzen das einleitend skizzierte Konzept des integrierten Social CRM um konkrete Beispiele für die Verbindung von Social Media und CRM sowie die entstehenden Integrationsherausforderungen. Grundlage des Forschungsberichts sind Ergebnisse aus zurückliegenden Forschungsprojekten des Instituts für Wirtschaftsinformatik und des Seminars Enterprise Systems 2 an der Universität Leipzig.:Abbildungsverzeichnis V Tabellenverzeichnis VI Abkürzungsverzeichnis VII Vorwort IX Integration von Social Media und CRM Olaf Reinhold Einführung in das integrierte Social CRM 3 Präsenz im Social Web Sascha Petronis Bereitstellung von Zusatzinhalten im Social CRM 11 Kooperation im Social CRM Christoph Lefanczyk Einsatz von Social CRM-Systemen zur Unterstützung des Kooperationsprozesses 23 Tilo Gutknecht Social CRM-Plattformen für Crowdsourcing 35 Durchführung von CRM-Prozessen im Social Web Chris Jänicke Social Customer Relationship Management -Kundenbindung im indirekten Vertrieb 45 Martin Max Röhling Identifikation von Anwendungen zur Unterstützung von CRM-Prozessen im Vertrieb 55 Lino Janke Prozesse im Social CRM sowie deren Integration und Vorstellung von Fallbeispielen 65 Analyse von Social Web-Inhalten Christin Reinsdorf Nutzung von Social Media im Bereich Marktforschung und Marktbeobachtung 75 Lars Zinner Auswertung und Verwendung von Social Media-Inhalten 85 Lars Busch Nutzung von Social Media zur Analyse der Marktakteure und des Social Ecosystem 97 Datenmanagement im Social CRM Ingolf Römer Beurteilung der systemgestützten Bereitstellung von Kennzahlen im Social CRM 109 Christian Mählig Datenaggregation im Social CRM 123 Schlagwortverzeichnis 133 Anhang - Poster 135
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Alt, Rainer, et Olaf Reinhold. « Analysemethoden, Anwendungsfälle und Werkzeuge des Social CRM ». Universität Leipzig, 2017. https://ul.qucosa.de/id/qucosa%3A15607.

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Der Forschungsbericht enthält studentische Arbeiten zu Analysemethoden, Anwendungsfällen und Technologien des Social Customer Relationship Management (CRM). Die einzelnen Beiträge betrachten das Konzept eines integrierten Social CRM aus verschiedenen Perspektiven und anhand konkreter Beispiele. Grundlage des Forschungsberichts sind Ergebnisse aus zurückliegenden Forschungsprojekten des Instituts für Wirtschaftsinformatik und des Seminars Enterprise Systems 2 an der Universität Leipzig.:Inhaltsverzeichnis Abbildungsverzeichnis V Tabellenverzeichnis VII Abkürzungsverzeichnis VIII Vorwort XI Konzeptionelle Grundlagen Olaf Reinhold Von der Social Media-Nutzung zum Integrierten Social CRM: The-matische Einführung und Strukturierung des Arbeitsheftes 3 Analysemethoden Hans-Georg Wu Text Mining im Social CRM 15 Franziska Suchy Analyseansätze im Social CRM 29 Martin Lebik Methoden zur Ermittlung von Influencern 41 Anwendungsfälle Eva Kahlert Einsatz und Nutzen von Social Media in einem KMU am Beispiel des Outdoor-Unternehmens tapir 63 Veronika Prochotská Szenarios zum Präsenzaufbau im Social CRM 83 Ana Maria Cerlinca Social Media Monitoring und Dashboards zur Unterstützung universitärer Prozesse 97 Richard Stüber Die Social Media-Nutzung einer deutschen und einer brasiliani-schen Universität im Vergleich 111 Werkzeuge Marcel Fischer Prozessunterstützung durch SCRM-Werkzeuge 125 Tom Roick Systeme zur Ermittlung von Influencern 135 Jonas Buch SCRM-Unterstützungssysteme zum Präsenzaufbau im Social Web 147 Datenmanagement im Social CRM Mattis Hartwig Data Aggregation in Social CRM 165 Karsten Stöcker Vergleichende Betrachtung der Application Programming Interfaces sozialer Netzwerke 175 Anhang - Poster 189
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Doxakis, Berg Angelika. « Social CRM i SME : En utvärderande studie av små och medelstora företags förväntningar och resultat av att använda social CRM ». Thesis, Mittuniversitetet, Institutionen för informationssystem och –teknologi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-39186.

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Customer Relationship Management (CRM) is a strategy that helps companies develop and manage their customer relationships. CRM helps the company with a better understanding of the customer and the customers needs. Through the growth of social media, traditional CRM has been further developed into social CRM, which gives the companies a new approach to being competitive in differ-ent media. The new type of relationship between company and costumer is two-way and it is the customer who owns the relationship. Companies can be active on different platforms to directly interact with existing or potential customers. The purpose of this paper is to evaluate SME´s expectations and results of social CRM. The purpose was achieved by answering the following questions: Which incentives are key for SME to accept social CRM? What are SME´s expectations on using social CRM? To what extent do SME use social CRM? And what results did SME achieve by using social CRM? The study was conducted through a semi-structured interview study. Four different SMEs from different industries participated in the study. Compilation of interview results is presented in tabular form and shows that SME seldom has set goals and desired values before working in social media, but theresults achieved are nevertheless in line with what the companies thought the work in social media would give. Thecompanies in the study feel that they have been able to follow the development and be where customers are.
Customer Relationship Management (CRM)är en strategi som hjälper företag att utveckla och hanterasinakundrelationer. CRM hjälper företaget med en bättre förståelse för kunden och kundens behov. Genom framväxten av sociala medier har traditionell CRM vidareutvecklats till social CRM, vilket ger företagen ett nytt angreppssätt för att vara konkurrenskraftiga i olika medier. Den nya ty-pen av relation mellan företag och kund är tvåvägs och det är kunden som äger relationen. Företagen kan vara aktiva på olika plattformar för att direkt interagera med existerande kunder eller potentiella kunder. Syftet med denna uppsats är att utvärdera små och medelstora företags (SMEs) förväntningar på och resultat av social CRM. Syftet uppnåddes genom efter att ha svarat på följande fråge-ställningar: Vilka är drivkrafterna till att SME adapterar social CRM? Vilka för-väntningar har SME inför att använda social CRM? I vilken grad använder SME social CRM? Vilka resultat uppnådde SME av att använda social CRM? Studien genomfördes genom en semi-strukturerad intervjustudie riktad till SME. Fyra olika SME från olika branscher deltog i studien. Sammanställning av intervjuresultat redovisas i tabellform och visar att SME sällan har utarbetade mål och önskade värden innan arbete i sociala medier, men att dom uppnådda resultat ändå ligger i linje med vad företagen trodde arbetet i sociala medier skulle ge. Företagen i studien upplever att de lyckats följa utvecklingen och vara där kunderna är.
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Reinhold, Olaf, Christoph Stempin et Rainer Alt. « Fallstudie Spreadshirt - Social CRM als Bindeglied zwischen Community-Management und kundenindividueller Fertigung ». Universität Leipzig, 2013. https://ul.qucosa.de/id/qucosa%3A15608.

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Der Forschungsbericht stellt anhand einer Fallstudie mit dem Unternehmen Spreadshirt die Einsatzmöglichkeiten von Social CRM vor. Es werden die genutzten Social Media, unterstützten CRM Prozesse und eingesetzten Technologien vorgestellt und aus der Perspektive des integrierten Social CRM vorgestellt.:Inhaltsverzeichnis III Abbildungsverzeichnis V Tabellenverzeichnis VI Abkürzungsverzeichnis VII 1 Einleitung 3 1.1 Hintergrund der Fallstudie 3 1.2 Zielstellung 3 1.3 Methodik 4 1.4 Danksagung 5 2 Ausgangslage 6 2.1 Unternehmen 6 2.2 Geschäftsmodell 6 2.3 Bedeutung des Social CRM 8 3 Rolle von Social Media im Unternehmen 9 3.1 Grundprinzipien im Einsatz von Social Media 9 3.2 Aufgaben und Verwendung der wichtigsten Social Media 9 3.2.1 Interne Social Media 9 3.2.2 Unternehmenseigene Social Media 10 3.2.3 Freie Social Media 11 3.2.4 Restricted Social Media 11 3.3 Rolle und Bedeutung von Postings 12 3.4 Erfahrungen im Einsatz von Social Media 12 3.5 Zukünftige Herausforderungen 13 4 Organisation und Nutzung von Social CRM 14 4.1 Einbettung in die Organisation 14 4.1.1 Unterstützung durch eine zentrale Social Media-Abteilung 14 4.1.2 Zusammenarbeit und Abstimmung mit anderen Abteilungen 14 4.1.3 Verhältnis zu anderen Kommunikationskanälen 14 4.2 Nutzung von Social Media in CRM-Prozessen 15 4.2.1 Marketing 15 4.2.1.1 Kampagnenmanagement 15 4.2.1.2 Produkt- und Innovationsmanagement 15 4.2.1.3 Markenmanagement 15 4.2.2 Vertrieb 16 4.2.2.1 E-Commerce-Shop 16 4.2.2.2 Facebook-Shop 17   4.2.3 Service 17 4.2.3.1 Produkt- und Serviceanfragen 17 4.2.3.2 Servicemanagement 18 4.2.3.3 Community Support 19 4.3 Zukünftige Herausforderungen 19 5 Softwareunterstützung 21 5.1 Infrastrukturüberblick 21 5.2 Infrastruktur in Social CRM-Prozessen 21 5.3 Zukünftige Herausforderungen 21 6 Zusammenfassung 23 6.1 Einordnung von Social CRM bei Spreadshirt 23 6.1.1 Social CRM bei Spreadshirt 23 6.1.2 Charakteristika des Social CRM-Ansatzes 23 6.1.3 Handlungsbedarf im Social CRM 24 6.2 Prozesse und Gestaltungsbereiche 25 6.2.1 Unterstützung von CRM-Prozessen 25 6.2.2 Unterstützung der Social CRM-Gestaltungsbereiche 26 6.2.3 Interne Social CRM-Dienstleistungen 26 6.3 Ausblick 27 7 Fazit 28 Literaturverzeichnis 29
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Reinhold, Olaf, Christoph Stempin et Rainer Alt. « Fallstudie Spreadshirt - Social CRM als Bindeglied zwischen Community-Management und kundenindividueller Fertigung ». Universitätsbibliothek Leipzig, 2017. http://nbn-resolving.de/urn:nbn:de:bsz:15-qucosa-224175.

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Der Forschungsbericht stellt anhand einer Fallstudie mit dem Unternehmen Spreadshirt die Einsatzmöglichkeiten von Social CRM vor. Es werden die genutzten Social Media, unterstützten CRM Prozesse und eingesetzten Technologien vorgestellt und aus der Perspektive des integrierten Social CRM vorgestellt.
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Buss, Olga, et Gabriel Begorgis. « The Impact of Social Media as a Customer Relationship Management Tool : A B2B Perspective ». Thesis, Karlstads universitet, Handelshögskolan, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-36382.

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This study explores the association between the Customer Relationship Orientation of a company, their Social Media Use through Social Customer Relationship Management Capabilities, with Customer Relationship Performance in order to determine if Social Media can be used as an effective Customer Relationship Management tool in a business-to-business context. In addition, the research will explain if the company’s expectations conform to the customer’s experience. Four digital managers within Swedish small and medium sized enterprises were interviewed and 34 of their corresponding customers took part in an online survey. The findings indicated due to companies limited Social Customer Relationship Management Capabilities the positive impact on Customer Relationship Performance was not achieved through Social Media Use. Furthermore the online surveys revealed that Social Media is not the most effective Customer Relationship Management tool, nevertheless a weak relationship was found and thus Social Media can be used in addition to the companies’ already established Customer Relationship Management activities. Future research will focus on increasing the sample size, revisiting the study in a few years, and why certain intermediaries were significant.
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Georgeson, Sofia, et Nicole Holmes. « Konsumenters upplevelse av företags användning av social media som en kanal för marknadsföringsaktiviteter : En kvalitativ intervjustudie på konsumenters upplevelse av social media, kundengagemang och personaliserad marknadsföring ». Thesis, Södertörns högskola, Institutionen för samhällsvetenskaper, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-46195.

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Som ett resultat av att fler konsumenter idag befinner sig på social media samtidigt som fler företag strävar efter förbättrade kundrelationer har Socialt CRM (Customer Relationship Management) blivit en vital strategi för kundrelationer för företag. Socialt CRM är ännu ett relativt outforskat område som vid felaktig användning och implementering kan resultera i finansiella misslyckanden. Det är därför viktigt att genomföra forskning inom området så att företag ska veta om och hur de ska formulera sina strategier så att deras investeringar lönar sig. Denna studie syftar därför att öka förståelsen för vad konsumenter tycker om att företagen använder social media som en kanal för kundengagemang och personaliserad marknadsföring. Detta genomfördes genom att tillämpa en kvalitativ intervjustudie där nio konsumenter med aktiva profiler på social media intervjuades i syfte att öka förståelsen för konsumenternas uppfattningar avseende kundengagemang och personaliserad marknadsföring. Resultatet från studien uppvisade ett antal olika forskningsansatser som företag kan ta tillvara på, bland annat identifierades det att konsumenter upplever att emotionellt och rationellt innehåll på social media bör anpassas baserat på beroende vilken produkt eller tjänst som informationen avser. Resultatet visade även att konsumenter generellt uppskattar när företag är aktiva på social media och engagerar sig med kunder. Denna aktivitet gör konsumenter mer lojala och benägna till att köpa av företag med aktiva profiler. Avslutningsvis visade även resultatet att konsumenter överlag upplever personaliserad marknadsföring som något positivt och att personaliseringen har hög träffsäkerhet på social media. Samtidigt visade resultatet däremot att det finns ett antal aspekter inom personaliserad marknadsföring som kan effektiviseras samt att det krävs en balans för att marknadsföringen inte ska bli kränkande mot konsumentens integritet. Resultaten från denna studie ger upphov till vidare forskning inom området, förslagsvis kan balansen mellan personaliserad marknadsföring och användning av kunddata kvalitativt studeras genom intervjuer med företag.
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CHIERICI, ROBERTO. « Social Media e CRM - Gli effetti delle nuove tecnologie sulla gestione della relazione con il cliente ». Doctoral thesis, Università degli Studi di Milano-Bicocca, 2016. http://hdl.handle.net/10281/105009.

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The aim of this thesis is to propose a study that explains whether and how social media support firms to develop a better customer relationship management and if they affect customer relationship performance. CRM is a continually evolving domain and since early 90’s it has always been one of the most studied research domain for marketing scholars, which aim to support a core role for the organizational process focused on establishing, maintaining and nurturing long-term relationships with customers (Jayachandran et al., 2005; Payne & Frow, 2005). Companies are moving towards a customer-centric approach, trying to identify, establish and maintain relationship with long-term customers. Taking note of studies which demonstrate that customers have different economic value to the firm, managers are interested in evaluate customer lifetime value (CLV) in order to increase company’s profit. Starting from 2000’s the traditional view of CRM have been changed with the inclusion of 2.0 technologies, in particular social media. Today, consumers are increasingly turning to social media to gain knowledge about products and companies (Moore et al., 2015). These tools are not only transforming the ways of communication between firms and customers, but they are setting new challenges for traditional customer relationship management approach: due to social media success, companies have less control on relationship, while consumers are driving the conversation and can overcome firms’ marketing, sales and service effort (Baird & Parasnis, 2011). In this scenario, managers need to set up new strategies using social media technologies as tools to develop a deeper and wiser customer relational process. Furthermore, using social media to improve CRM allow companies to improve their customer relationship performance (Trainor et al., 2014). This phenomenon led to a new concept that has been labelled as Social CRM (Greenberg, 2010; Trainor et al., 2014; Harrigan, et al., 2015) which is the incorporation of everyday social media technologies into the CRM armory (Harrigan & Miles, 2014) in order to implement collaborative real time processes of relationships with customers. Despite the rise of social media and the fact that the characterization of these social media technologies as CRM tools transforms the landscape of building relationships with customer, the effectiveness of Social CRM still remains a domain largely under investigated. In particular, various studies tried to shed some light on critical factors underpinning Social CRM, but a clear understanding of whether and when social media can increase customer relationship’s effectiveness along the different stages of the process, is still missing. In order to understand the role and usage of social media to affect customer relationship process and performance, an online survey was used to collect data from a population of marketing managers. Data collected have been processed through different statistic techniques to emerge the effectiveness of social media in each phase of customer relationship process and to understand whether exist a stage of the process in which new technologies play a more relevant role. According to managers’ perceptions, the study makes a step forward and contributes to the body of knowledge as it demonstrates the importance of social media usage in improving the CRM systems. Moreover, it highlights the effect of customer relationship orientation on social customer relationship process, it illustrates the role of social media technologies use in supporting social customer relationship process and it analyzes the role that social customer relationship process plays upon customer relationship performance.
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Degerman, Isabel, Johanna Eckerbom et Hong Gu. « How do B2B companies approach CRM and the management of customer data in today’s era of social media and GDPR ? : A Multiple Case Study ». Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-86069.

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This multiple case study focuses on the customer relationship management (CRM) processes and the management of customer data within two international business-to-business (B2B) companies based in the southern parts of Sweden.  This study explores and compares these companies’ approaches to CRM in today’s era of social media and the General Data Protection Regulation (GDPR). A qualitative research method in the form of 12 semi-structured interviews were conducted and later analyzed through coding using grounded theory.   The findings of this study show that the companies studied work in both different and similar ways when it comes to CRM, with one having recently implemented a new CRM system while the other relies on their enterprise resource (ERP) system for the same purposes. Neither company are proactively using social media and although both companies have taken action to adapt to the new rules set by the GDPR, neither seem to know exactly how it works. Through its theoretical-, managerial-, as well as social policy implications, this study contributes to the existing research on CRM in a B2B context by providing a contemporary perspective which takes into account the influence of social media and the GDPR.
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Reis, Miguel Pidwell Júdice de Castro. « O CRM na hotelaria : estudo de caso ». Master's thesis, Instituto Superior de Economia e Gestão, 2017. http://hdl.handle.net/10400.5/13967.

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Mestrado em Ciências Empresariais
O presente trabalho tem como tema o "O CRM na hotelaria: Estudo de caso", sendo a questão de investigação a seguinte: "De que forma pode o CRM ter impacto na gestão e nos serviços prestados por um hotel de cinco estrelas?". Assim, o objetivo principal visa compreender o impacto do CRM neste nicho de mercado do sector hoteleiro, respondendo a um conjunto de objetivos mais específicos.
This paper focuses on "CRM in hospitality: case study". The research question is : "In what way can CRM impact in the management and services provided by a five-star hotel?". The main objective is to understand the impact of CRM in this niche market of the hotel sector, responding to a set of more specific objectives.
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Livres sur le sujet "CRM, Social media, Social CRM"

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Greenberg, Paul. CRM at the speed of light : Social CRM strategies, tools, and techniques for engaging your customers. 4e éd. New York : McGraw-Hill, 2010.

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CRM at the speed of light : Social CRM strategies, tools, and techniques for engaging your customers. 4e éd. New York : McGraw-Hill, 2010.

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Greenberg, Paul. CRM at the speed of light : Social CRM strategies, tools, and techniques for engaging your customers. 4e éd. San Francisco, Calif : McGraw-Hill, 2009.

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Citizen relationship management : A study of CRM in government. Frankfurt am Main : Lang, 2008.

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Metz, Adam. The social customer : How brands can use social CRM to acquire, monetize, and retain fans, friends, and followers. New York : McGraw-Hill, 2011.

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Social CRM : High-impact strategies - what you need to know ; Definitions, Adoptions, Impact, Benefits, Maturity, Vendors. Milton Keynes, UK : Lightning Source, 2011.

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Farhat, Saïd. O fator opinião pública, como se lida com ele. São Paulo : T.A. Queiroz, 1992.

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Huerta, Ricard. Apaga-la ! : De com tirant va combatre l'esquizofrènia de les pantalles. Valencia [Spain] : Institució Alfons el Magnànim, 2005.

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Huerta, Ricard. Apaga-la ! : De com tirant va combatre l'esquizofrènia de les pantalles. Valencia [Spain] : Institució Alfons el Magnànim, 2005.

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Figueirêdo, Ney Lima. Diálogos com o poder : Políticos, empresários e mídia : verdades e mentiras. São Paulo : Editora de Cultura, 2004.

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Chapitres de livres sur le sujet "CRM, Social media, Social CRM"

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Pavlíček, Antonín, et Petr Doucek. « Social Media and Social CRM ». Dans Lecture Notes in Business Information Processing, 77–87. Cham : Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-49944-4_6.

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Kumar, V., et Werner Reinartz. « CRM in Social Media ». Dans Springer Texts in Business and Economics, 311–26. Berlin, Heidelberg : Springer Berlin Heidelberg, 2018. http://dx.doi.org/10.1007/978-3-662-55381-7_15.

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Row, Ajay. « The Future of Social CRM ». Dans Social Media Marketing, 137–42. Singapore : Springer Singapore, 2018. http://dx.doi.org/10.1007/978-981-10-5323-8_10.

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Greve, Goetz. « Social CRM – Zielgruppenorientiertes Kundenmanagement mit Social Media ». Dans Online Targeting und Controlling, 261–85. Wiesbaden : Gabler, 2011. http://dx.doi.org/10.1007/978-3-8349-6742-8_16.

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Trill, Roland. « CRM im Zeichen von Social Media und eHealth ». Dans Dienstleistungsmanagement im Krankenhaus, 293–309. Wiesbaden : Springer Fachmedien Wiesbaden, 2015. http://dx.doi.org/10.1007/978-3-658-08429-5_16.

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Jahn, Benedikt, et Anton Meyer. « Konsumenten-Engagement auf Social Media-Plattformen – Marken-Fanpages als Instrument für das Kundenbeziehungsmanagement (CRM) ». Dans Dienstleistungsmanagement und Social Media, 171–85. Wiesbaden : Springer Fachmedien Wiesbaden, 2013. http://dx.doi.org/10.1007/978-3-658-01248-9_8.

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Wachtler, Vivien Melinda. « From Information Transaction Towards Interaction : Social Media for Efficient Services in CRM ». Dans Data-Centric Business and Applications, 371–407. Cham : Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-19069-9_15.

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AlShawabkeh, Abdallah, Mohammed T. Nuseir et Sarah Urabi. « The Impact of Social Media Usage on Companies’ Customer Relationship Management (CRM) ». Dans The Effect of Information Technology on Business and Marketing Intelligence Systems, 147–72. Cham : Springer International Publishing, 2023. http://dx.doi.org/10.1007/978-3-031-12382-5_8.

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Rodriguez, Michael, Robert M. Peterson et Haya Ajjan. « Crm/Social Media Technology : Impact on Customer Orientation Process and Organizational Sales Performance ». Dans Developments in Marketing Science : Proceedings of the Academy of Marketing Science, 636–38. Cham : Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-10951-0_233.

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Baur, Aaron W., Johannes S. Henne et Markus Bick. « Customer Service Experience Through Technology-Enabled Social CRM – An Exploratory Analysis in the Automotive Industry ». Dans Social Media : The Good, the Bad, and the Ugly, 157–72. Cham : Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-45234-0_15.

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Actes de conférences sur le sujet "CRM, Social media, Social CRM"

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Ajmera, Jitendra, Hyung-iL Ahn, Meena Nagarajan, Ashish Verma, Danish Contractor, Stephen Dill et Matthew Denesuk. « A CRM system for social media ». Dans the 22nd international conference. New York, New York, USA : ACM Press, 2013. http://dx.doi.org/10.1145/2488388.2488394.

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Sutrisno, Rivan, Tjetjep Djatnika et Arie Indra Gunawan. « Can SMEs Capture the Social Media Phenomenon ? : CRM Strategies to Improve Relationship Performance ». Dans International Seminar of Science and Applied Technology (ISSAT 2020). Paris, France : Atlantis Press, 2020. http://dx.doi.org/10.2991/aer.k.201221.020.

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Sano, Kaede. « DOES SOCIAL MEDIA ENHANCE INNOVATION IN CUSTOMER RELATIONSHIP MANAGEMENT？ : A THEORETICAL EXPLORATION OF THE EFFECTS OF SOCIAL CRM IN SERVICE SECTORS ». Dans Bridging Asia and the World : Globalization of Marketing & Management Theory and Practice. Global Alliance of Marketing & Management Associations, 2014. http://dx.doi.org/10.15444/gmc2014.10.03.03.

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Fischer, Heiko. « Effects of Social Media on B2B Sales ». Dans 13th International Conference on Applied Human Factors and Ergonomics (AHFE 2022). AHFE International, 2022. http://dx.doi.org/10.54941/ahfe1002278.

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Social Media already plays an essential role in the business-to-consumer (B2C) environment. Platforms such as LinkedIn, Facebook, Twitter, or Instagram are successfully applied in B2C sales to attract new customers. The usage of social media in B2C sales is profoundly analyzed. However, scholars imply that there exist fundamental differences to the application in business-to-business (B2B). On the one side, social media in sales gains increasing attention from B2B companies that seek practical advice for using social media in sales. On the other side, scholars imply that there is limited knowledge on applying social media in B2B sales. Against this backdrop, our paper presents an overview of recent research on social media in B2B sales.Therefore, we conduct research focused on social media in B2B sales. We search in scientific databases such as Business Source Premier, Science Direct, Emerald, Springer Online Library, Wiley Online Library, and Google Scholar to identify relevant literature to this highly topical research theme. Based on our literature research, our paper aims to answer two research questions: What is social media, and how can it be applied in the B2B sales process? What are the effects of social media on B2B sales?To answer our first research question, we provide definitions of social media and explain its application in B2B sales. Additionally, this section describes recent developments of social media and social CRM. This first section will build the fundament for our further research on social media in B2B sales.To answer our second research question, we try to determine how social media affects the sales practices within the B2B sales process. Therefore, we analyze the identified literature in detail. We can find out three main effects of social media on B2B sales based on this. First, the information situation is changing and leading to new challenges in sales. Second, social media profoundly changes the relationships between customers and sales. Third, social customer relationship management must be established as a new management approach to meet the customers’ new requirements. Afterward, we present a discussion on social media in B2B sales, summarize our results, and present relevant future research questions.Summing up, our proposed paper gives a profound overview of social media and how it can be applied in B2B sales along the sales cycle. It investigates the main effects on B2B sales by presenting three key changes. Our paper closes with a discussion that suggests future research questions and advice to B2B companies.
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Dirgiatmo, Yong, Dwi Hastjarja KB, Reza Rahardian et Miftachul Ma'arif. « The Use of Information Technology in Social Media with Structural Equation Modeling Method : A Study of Impact on Supplier-Customer Relationship Management (S-CRM) ». Dans 2022 International Conference on Smart Technology, Applied Informatics, and Engineering (APICS). IEEE, 2022. http://dx.doi.org/10.1109/apics56469.2022.9918813.

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Marques, Margarida Almeida, et Carlos J. Costa. « Social CRM analytics ». Dans 2018 13th Iberian Conference on Information Systems and Technologies (CISTI). IEEE, 2018. http://dx.doi.org/10.23919/cisti.2018.8399188.

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Karna, Nyoman, Iping Supriana et Ulfa Maulidevi. « Social CRM using web mining ». Dans 2014 International Conference on Information Technology Systems and Innovation (ICITSI). IEEE, 2014. http://dx.doi.org/10.1109/icitsi.2014.7048275.

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Sambronska, Kristina. « IT SYSTEMS IN CRM AND E � CRM USING IN HOTELS INDUSTRY ». Dans 6th SWS International Scientific Conference on Social Sciences ISCSS 2019. STEF92 Technology, 2019. http://dx.doi.org/10.5593/sws.iscss.2019.2/s04.025.

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Sharma, Dushyant Kumar. « A social network perspective by CRM ». Dans 2011 IEEE International Conference on Granular Computing (GrC-2011). IEEE, 2011. http://dx.doi.org/10.1109/grc.2011.6122621.

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Gajić, Jelena, Radmila Živković, Jelena Stanković et Ivana Brdar. « Social CRM in the airline industry ». Dans Sitcon 2016. Belgrade, Serbia : Singidunum University, 2016. http://dx.doi.org/10.15308/sitcon-2016-87-91.

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Rapports d'organisations sur le sujet "CRM, Social media, Social CRM"

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Lees, Matthew. Lithium Social CRM Suite. Boston, MA : Patricia Seybold Group, novembre 2009. http://dx.doi.org/10.1571/pr11-19-09cc.

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Lees, Matthew. Executive Summary : Lithium Social CRM Suite. Boston, MA : Patricia Seybold Group, décembre 2009. http://dx.doi.org/10.1571/es12-17-09cc.

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Hou, Jenny Zhengye, Amanda Lotz, Greg Hearn et Kelly Lewis. Social Media : The Real Impact on Food Waste Reduction Beyond the Swipe or the Click. Queensland University of Technology and Fight Food Waste CRC, NSW Environment Protection Authority, mars 2022. http://dx.doi.org/10.5204/rep.eprints.228653.

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This Summary Report presents key insights from a 2020-2021 research project addressing the challenge of evaluating the multifaceted impact of social media communication and/or campaigns as interventions for changing domestic food waste behaviour. It was funded by the Fight Food Waste Cooperative Research Centre (CRC) and NSW Environment Protection Authority.
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Braga, Kesia, Andrej Slivnik, Flávia Carvalho, Maria Netto, Rafael Cavazzoni Lima et Rodrigo Pereira Porto. Brasil : Fundos de aval como mecanismos de garantia para micro, pequenas e medias empresas. Banco Interamericano de Desenvolvimento, janvier 2023. http://dx.doi.org/10.18235/0004601.

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Este trabalho investiga a atuaço dos fundos de aval no Brasil para viabilizar o acesso ao crédito das micro, pequenas e médias empresas (MPMEs), com destaque para o uso das garantias como instrumento anticíclico em resposta aos efeitos da crise da Covid-19. A análise desenvolvida com base nos estatutos e regulamentos, dados de desempenho e de liçes aprendidas dos principais fundos garantidores nacionais, especialmente o Fundo Garantidor de Investimentos (FGI), administrado pelo Banco Nacional de Desenvolvimento Econmico e Social (BNDES), e o Fundo de Garantia de Operaçes (FGO), administrado pelo Banco do Brasil, o Fundo de Aval às Micro e Pequenas Empresas (FAMPE), gerido pelo Serviço Brasileiro de Apoio às Micro e Pequenas Empresas (Sebrae), e os programas garantidores criados na crise da Covid-19, o Programa Emergencial de Acesso a Crédito (FGI PEAC) e o Programa Nacional de Apoio às Microempresas e Empresas de Pequeno Porte (FGO Pronampe). O estudo argumenta que os fundos analisados viabilizaram o acesso ao financiamento por empresas que estariam impedidas pela falta de garantias. Além disso, identifica na saúde financeira dos próprios fundos o elemento fundamental para a sua eficácia, pois ela reflete a capacidade de honrar suas garantias e, consequentemente, afeta a confiança dos agentes financeiros e sua disposiço para fornecer crédito às empresas.
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Bishop, Stephanie, et Juliana Corrêa. Principais considerações : Engajamento dos jovens na américa latina e no caribe na resposta à COVID-19. SSHAP, juillet 2022. http://dx.doi.org/10.19088/sshap.2022.033.

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A pandemia de COVID-19 teve impacto profundo nos jovens na América Latina e no Caribe (ALC). Desde 2020, os jovens da ALC enfrentam muitos desafios, como adaptação aos ambientes virtuais de aprendizagem, perdas e depressão, o desemprego e muito mais, sem sinais claros de alívio. Embora as medidas sociais e de saúde pública instituídas pelos governos sejam necessárias para retardar a transmissão da COVID-19, em grande parte não consideraram as necessidades da população jovem. Com poucos apoios, os jovens tiveram que enfrentar a pandemia sozinhos. À medida que a resposta à pandemia evolui, surgem questões-chave para profissionais e governos, tais como: Que lições podem ser aprendidas a partir das perspectivas dos jovens sobre a resposta à COVID-19 até agora? E como podemos envolver melhor os jovens como parte da preparação e resposta à pandemia agora e no futuro? Este resumo baseia-se na literatura cientifica e cinzenta que explora como a COVID-19 afeta os jovens, bem como na literatura que descreve a resposta à pandemia na ALC e em outras regiões, e apresenta considerações sobre como envolver os jovens, vendo-os não apenas como uma parte da população afetada, mas também como parceiros na resposta. Destina-se ainda a orientar os atores humanitários, profissionais de saúde pública, defensores da juventude, profissionais de envolvimento da comunidade e outros envolvidos na resposta à COVID-19. Por fim, o resumo também contribui para a base de evidências existente sobre o impacto da COVID-19 nos jovens. Essas lições são úteis para fortalecer a preparação e as respostas programáticas aos surtos. Os jovens são classificados como indivíduos com idades entre os 10 e 24 anos. Principais considerações são compartilhadas para adolescentes (10-19 anos) e jovens (15-24 anos). Barbados e Brasil foram escolhidos como estudos de caso devido ao seu grande número de jovens (compreendendo pouco menos de 20% da população em ambos os países), bem como suas diferentes respostas nacionais à COVID-19, apesar de enfrentarem desafios semelhantes durante a pandemia. Este resumo faz parte da série da Social Science in Humanitarian Action Platform (SSHAP) sobre considerações de ciências sociais relacionadas à COVID-19. Faz parte de uma série de autoria de participantes da SSHAP Fellowship, Coorte 2, e foi escrita por Stephanie Bishop e Juliana Corrêa. As contribuições foram fornecidas por especialistas no assunto da UNICEF, do Ministério da Juventude de Barbados e da Universidade do Espírito Santo. O resumo teve o apoio da equipe do SSHAP no Institute of Development Studies e editado por Victoria Haldane (Anthrologica). Este resumo é responsabilidade da SSHAP.
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How CRM Reaches Customers' Social Networks. IEDP Ideas for Leaders, juin 2017. http://dx.doi.org/10.13007/660.

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