Recent years have witnessed a significant change in the experiences and interactions of customers in various industries due to the remarkable development and the significant impact of information technology and social media on consumer behaviour. This prompted all organisations to focus on social customer relationship management (Social CRM) which is mainly aiming at personalising such experiences and interactions. Despite the notable evolution in social CRM scientific research, however, limited attention has been paid to clearly demonstrate the essential influencers and challenges of social CRM as well as its associated benefits for businesses. To this end, the current work aims to provide a deeper understating in relation to social CRM and its related key challenges and benefits. This research develops an integrated theoretical framework of the major challenges and benefits to adopting social CRM, leading to substantial theoretical and practical contributions to concerned entities.
The deadly outbreak of different variants of covid-19 has not only created havoc on millions of lives and public health but has severely impacted the global market and shattered many countries' economies. A general phenomenon of shortage in public income, rise in unemployment, and breakdown in manufacturing and service industries have been noticed worldwide. Transportation, tourism, and accommodation industries have been badly affected. Oman has not been exempted from covid-19 mitigation measures. Through case studies, the authors explain the traditional resources of Omani family businesses and their adaptive approach to new media technology, resilience, and strategic communication to respond to the crisis created by the pandemic. This chapter will contribute as a reference document for the researchers to conduct a comparative study.
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