Journal ArticleDOI
Web 2.0 in the CRM domain: defining social CRM
TLDR
This research defines social CRM and presents a new model that depicts the fundamental aspects of socialCRM in four layers, finding that Web 2.0 services add value in every domain of the CRM environment, depending on the type of service at hand.Abstract:
Businesses are becoming more customer-centric and see a need to address customers more individually. An opportunity is identified in Web 2.0 technologies. Both CRM and Web 2.0 have been researched broadly in the past years, but not their potentially successful combination, which we call ‘social CRM’. It is a CRM strategy which encourages customer collaboration and involvement. Based on empirical research we found that Web 2.0 services add value in every domain of the CRM environment, depending on the type of service at hand. Most value is added in the marketing domain of CRM. Social networks, blogs, and multimedia sharing add most value across all domains. This research defines social CRM and presents a new model that depicts the fundamental aspects of social CRM in four layers. We conclude with suggestions for further research in this emerging research domain.read more
Citations
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Journal ArticleDOI
Online social networks: A survey of a global phenomenon
TL;DR: An overview of online social networks is provided to contribute to a better understanding of this worldwide phenomenon and addresses the following questions: What are the major functionalities and characteristics ofOnline social networks?
Journal ArticleDOI
Forecasting social CRM adoption in SMEs: A combined SEM-neural network method
TL;DR: The study finds that compatibility, information capture, IT/IS knowledge of employee, top management support, information sharing, competitive pressure, cost, relative advantage, and customer pressure are the most important factors influencing social CRM adoption.
Journal ArticleDOI
Churn prediction using comprehensible support vector machine: An analytical CRM application
TL;DR: A hybrid approach for extracting rules from SVM for customer relationship management (CRM) purposes is proposed and it is observed that the proposed approach extracts smaller length rules, thereby improving the comprehensibility of the system.
Journal ArticleDOI
Setting B2B digital marketing in artificial intelligence-based CRMs: A review and directions for future research
TL;DR: A literature review on the main academic contributions in this area of AI-based CRMs in B2B digital marketing is developed and the results are analyzed using a statistical approach known as Multiple Correspondence Analysis (MCA) under the homogeneity analysis of variance by means of alternating least squares (HOMALS) framework programmed in the R language.
Journal ArticleDOI
Big Data-enabled Customer Relationship Management: A holistic approach
TL;DR: The results suggest that BD-enabled CRM initiatives could require several changes in the pertinent CSFs, and it is suggested to adopt an explorative approach towards them by defining a mandatory business direction through sound business cases and pilot tests.
References
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Journal ArticleDOI
Basics of qualitative research : grounded theory procedures and techniques
Anselm L. Strauss,Juliet Corbin +1 more
TL;DR: In this article, the authors discuss the uses of literature and open coding techniques for enhancing theoretical sensitivity of theoretical studies, and give guidelines for judging a grounded theory study.
Journal ArticleDOI
Basics of Qualitative Research
Posted Content
What Is Web 2.0: Design Patterns and Business Models for the Next Generation of Software
TL;DR: This paper was the first initiative to try to define Web 2.0 and understand its implications for the next generation of software, looking at both design patterns and business modes.
Journal ArticleDOI
A Strategic Framework for Customer Relationship Management
Adrian Payne,Pennie Frow +1 more
TL;DR: In this article, the authors developed a conceptual framework for customer relationship management (CRM) that helps broaden the understanding of CRM and its role in enhancing customer value and, as a result, shareholder value.
Journal ArticleDOI
Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development
TL;DR: In this paper, the authors investigate the differential effects of customer relationship perceptions and relationship marketing instruments on customer retention and customer share development over time, and show that affective commitment and loyalty programs that provide economic incentives positively affect both customer retention, whereas direct mailings influence customer share.