Customer Context and Social CRM: A Literature Review and Research Agenda

Abstract

This paper focuses on the design and development of a noninvasive smart and pervasive mobile solution to measure blood glucose without the need for drawing blood or pricking fingers. Specifically, it examines the possibility of sensors using Terahertz (THz) technology to measure blood glucose. This paper reports on a research in progress looking at identifying and then designing superior strategies for measuring blood glucose. It presents the central role that measuring blood glucose plays in diabetes care management. It then highlights the current methods and problems and concerns with finger pricking. From there, the paper proffers a non-invasive solution using THz technology to measure blood glucose and outlines the approach to design and develop such a solution using a decision science methodology.

The Virtuous Circle of Omnichannel CRM

“…The term social CRM denotes a customer-oriented concept that integrates social media with CRM applications and thereby opens a broad spectrum of potential use cases in marketing, sales and service (Wittwer et al 2017). With regard to the customer buying process, the main social CRM topics are social listening / publishing and customer service.…”

“…Choudhury and Harrigan (2014) present a model for social CRM, including a new construct of customer engagement to take cognisance of the impact of social media technologies and recommend data gathered from customer-social media interactions is fed into traditional CRM and utilised to drive future marketing decisions. Wittwer et al (2017) describe a model for determining "customer context" based on extracting "state" and "attribute" values for customers and environments from social media.…”

“…Researchers agree on the importance of social CRM as a bi-directional channel to communicate and collaborate with customers, discover consumer opinions relating to the company and its products, and to integrate social media content with CRM processes and systems (Reinhold and Alt 2011;Reinhold and Alt 2012;Choudhury and Harrigan 2014;Kubina et al 2015;Wittwer et al 2017;Acker et al 2011). Moreover, CRM must evolve by producing contact points on social media that engage the consumer and provide value to both the company and the consumer (Malthouse et al 2013).…”

Customer Data Mapping - A Method for data-driven Service Innovation

“…Finally, the view on touchpoints has been incorporated for the analysis of relevant data sources. Customer Context: Following the perspective of CDL, context is conceived as further describing customers and their current situation [65,66]. Customer context has been embedded as conceptual element into the artefact to explicitly identify relevant information for the data-driven service design.…”

Designing and Implementing Common Market for Cross-Game Purchases between Mobile Games

“…SMA or Business Intelligence applications (cf. Wittwer, Reinhold, Alt, Jessen, & Stüber, 2017). However, especially for the first context dimension (environment attributes) the derivation of information is necessary in order to obtain further in-sights.…”