CRM to social CRM: the integration of new technologies into customer relationship management

Choudhury, Musfiq Mannan; Harrigan, Paul

doi:10.1080/0965254x.2013.876069

Cited by 172 publications

(138 citation statements)

References 76 publications

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“…The literature on the analysis of social media in marketing more broadly acknowledges that the value of such studies would be in the qualitative detail, but this is burdensome because of the volume of materials (Choudhruy & Harrigan, 2014). This paper differs in analysing social media alongside traditional press coverage and the inclusion of referent material by following a sample of hyperlinks, to consider the content of the social media in some detail.…”

Section: Methodsmentioning

confidence: 99%

‘This loopy idea’ an analysis of UKIP’s social media discourse in relation to rurality and climate change

Reed

2016

Space and Polity

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Section: Methodsmentioning

confidence: 99%

‘This loopy idea’ an analysis of UKIP’s social media discourse in relation to rurality and climate change

Reed

2016

Space and Polity

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“…However, prior to the introduction of social media into business affairs across the globe, client care was managed with the concept of client relationship management (CRM). The existing client relationship management structure in organizations succeeded in establishing relationships between organizations and their various clients through software packages, such as Peoplesoft, Telemation, Oracle, and Siebel [28]. Bompolis et al [4] reveal, however, that this traditional medium of client relationship management is a one-way approach to relationships with clients as it lacks the capacity for one-on-one and pair-pair relationships.…”

Section: Review Of Literaturementioning

confidence: 99%

Presence of Social Client Relationship Management within the Nigerian Construction Industry

Ojelabi¹,

Oyeyipo²,

Afolabi³

et al. 2018

Buildings

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Abstract:Client relationship management (CRM) has become a subject matter of interest to both academics and business practitioners. This is because it reflects the need to manage successful and profitable client relationships for organizations. Construction organizations, as well as the construction industry, are vital components of economic development in Nigeria, but many organizations struggle to perform the client relationships expected of them. The use of social media in the present era has given power to the relevant stakeholders to express their perceptions to a very large audience on the social media platforms of construction organizations. The application of social media to marketing is essential to managing client relationships. This research has been carried out to examine the level of awareness and use of social client relationship management (CRM 2.0) in Nigerian contracting and consulting construction organizations. In other words, the purpose of the study is to examine the level of adoption of social media platforms in client relationship management in the construction industry in Nigeria. The study also assessed the barriers to the adoption of the use of social media platforms in client relationship management. Using a questionnaire survey, a purposive quota sampling technique was utilized for the collection of data from contracting and consulting firms. The findings reveal that contracting and consulting firms have little to no awareness of CRM 2.0. This study suggests that Nigerian construction organizations are still hesitant to implement social media in a business environment and fully adopt CRM 2.0 in the construction industry.

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“…The TAM's PU was based on previous motivation, expectancy theory, and information systems research performed by Askool and Nakata (2010); Choudhury and Harrigan (2014). Prior studies have documented the importance of PU in information system adoption (Chiu, Lin, & Tang, 2005;Cheong & Park, 2005;Pikkarainen, Pikkarainen, Karjaluoto, & Pahnila, 2004).…”

Section: Perceived Usefulness (Pu)mentioning

confidence: 99%

Predicting Consumer Behavior: An Extension of Technology Acceptance Model

Galib¹,

Hammou²,

Steiger³

2018

IJMS

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The purpose of this study is to examine the predictive power of the technology acceptance model (TAM) on customer's intention to participate in the social customer relationship management (sCRM) program. Three additional constructs, perceived risk, user satisfaction, and perceived enjoyment were added to the original TAM. The collected data (n=264) were subject to statistical analysis of structural equation modeling, exploratory and confirmatory factor analysis. The study reveals that TAM by itself is not a robust model to predict customer's intention to participate in the sCRM program. Among the original constructs of TAM, attitude is the only determinant of intention. The impact of perceived usefulness and perceived ease of use was not significant on intention. Among the extended variables, perceived risk is the only variable that significantly influenced intention; perceived enjoyment and user satisfaction did not have any impact on intention. By applying the TAM to the sCRM, this study extends the overall body of the theoretical knowledge surrounding technology acceptance.

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CRM to social CRM: the integration of new technologies into customer relationship management

Cited by 172 publications

References 76 publications

‘This loopy idea’ an analysis of UKIP’s social media discourse in relation to rurality and climate change

‘This loopy idea’ an analysis of UKIP’s social media discourse in relation to rurality and climate change

Presence of Social Client Relationship Management within the Nigerian Construction Industry

Predicting Consumer Behavior: An Extension of Technology Acceptance Model

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