Outsourcing of Social CRM Services in German SMEs

Viana, Julio; Zandt, Maarten van der; Reinhold, Olaf; Alt, Rainer

doi:10.1007/978-3-030-61146-0_17

Cited by 2 publications

(1 citation statement)

References 19 publications

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“…The research was conducted between 2011 and 2022 on 150 North American small firms through a questionnaire survey. Similarly, Viana et al (2020) report that outsourcing to SMEs in Germany is expanding due to the development of social CRM and its integration of social media data into CRM…”

Section: Literature Reviewmentioning

confidence: 99%

Design and implementation of a CRM system to optimize business processes of a trading company

Kučera,

Cmuntová

2023

JESI

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This paper aimed to formulate recommendations for implementing CRM systems for trading companies in the small and mediumsized enterprise segment. A content analysis of current documents was used to analyze the types and forms of CRM systems used in these companies. The essential functions a CRM system must contain were identified through structured interviews. The central part of the paper deals with the development and implementation of the CRM system. The current system was analyzed using the HOS 8 method, and its effectiveness was described. The results show that the system could be more efficient and balanced; based on these findings, it was decided to implement a new CRM system. The HOS 8 method was followed by a GAP analysis, which compares the current state of the CRM system with the expected (desired) state. Using the GAP analysis, the process of implementing the CRM system was carried out. The results of this work can be mainly used in trading companies with frequent and continuous contact with customers. However, the above analysis and procedures can also be applied to other types of firms. There are opportunities for further research in modern CRM systems such as automation, digitalization, and Artificial Intelligence. These areas will bring added value to firms and increase their competitiveness.

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Section: Literature Reviewmentioning

confidence: 99%

Design and implementation of a CRM system to optimize business processes of a trading company

Kučera,

Cmuntová

2023

JESI

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Innovative Digital Marketing in Business

Rosário,

Dias

2024

Advances in Marketing, Customer Relationship Management, and E-Services

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Innovative digital marketing strategies are essential for businesses to stay competitive and reach their target audience effectively in the digital age. Augmented reality and virtual reality can provide immersive and interactive experiences for customers. Businesses can use these technologies for product demonstrations, virtual showrooms, or interactive advertising campaigns. User-generated content and influencers can help you reach a wider audience and build trust with their followers. Highlight your company's commitment to social responsibility and sustainability in your marketing efforts. Innovation in digital marketing involves staying updated with the latest technologies and trends and being willing to experiment with new strategies. Based on the above, it is intended to systematically review the bibliometric literature on how Innovative digital marketing in business uses the Scopus database with the analysis of 106 academic and/or scientific documents.

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Outsourcing of Social CRM Services in German SMEs

Cited by 2 publications

References 19 publications

Design and implementation of a CRM system to optimize business processes of a trading company

Design and implementation of a CRM system to optimize business processes of a trading company

Innovative Digital Marketing in Business

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