Scoping study to identify factors influencing the acceptance of social CRM

Askool, Sanaa; Nakata, Keiichi

doi:10.1109/icmit.2010.5492888

Cited by 25 publications

(33 citation statements)

References 23 publications

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“…It is the company's response to the customer's ownership of the conversation (Greenberg, 2010). Social CRM is commonly known as CRM 2.0 because it is based on Web 2.0 (Askool and Nakata, 2010). The feature and function of Social CRM technology are based on the emotional and behavioral characteristics of human interactions, which are often called social characteristics.…”

Section: Social Crmmentioning

confidence: 99%

“…The implication of this research on science is an emphasis on the previous researches indicating that social media usage is very important in implementing Social CRM because it acts as a supporting tool to listen to customers' conversation (Askool and Nakata, 2010;Greenberg 2010). However, the usage is not optimal yet because it just relies on the communication not as a principal in developing an organization's website (Benson et al, 2012).…”

Section: Implicationmentioning

confidence: 99%

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Social Media Adoption for Social CRM in Higher Education: an Insight from Indonesian Universities

Meyliana

Hidayanto

Budiardjo

2016

ijsr

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A high usage of social media and web 2.0 in Indonesia creates an opportunity for Indonesian universities to understand their customers' demands and needs. By considering social media and web 2.0 technology as an important role for the application of social customer relationship management (social CRM), this research is intended to evaluate the adoption and application level of social media and web 2.0 by universities in Indonesia. We accomplish an observation towards websites and web 2.0 and social media features, which are used by 58 universities in Jakarta, to be analyzed using non-exhaustive Sophistication Index. In addition, we execute a survey as well to take a look on university principals' perception towards the practice of web 2.0 and social media application, and analyze it with Importance Performance Analysis (IPA). The result of this research shows that there are some web 2.0 and social media features which need to be utilized more frequently by universities, though most of these features have been working optimally.

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Section: Social Crmmentioning

confidence: 99%

Section: Implicationmentioning

confidence: 99%

Social Media Adoption for Social CRM in Higher Education: an Insight from Indonesian Universities

Meyliana

Hidayanto

Budiardjo

2016

ijsr

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“…Social CRM dirancang untuk melibatkan pelanggan dalam kolaboratif percakapan dalam rangka untuk memberikan nilai yang saling menguntungkan dalam bisnis (Greenberg, 2009). Dengan menggabungkan fitur jaringan sosial, bermaksud untuk menganalisa perilaku Social CRM penerima dan pengguna oleh bisnis, serta pelanggan (Askool & Nakata, 2010).Hal ini menjadi salah satu latar belakang penelitian ini. Berdasarkan latar belakang masalah di atas, maka dapat dirumuskan masalahnya adalah bagaimana menetukan model CRM dan web2.0 yang tepat untuk di terapkan di BPD DIY dan bagaimana melakukan analisis dan perancangan suatu sistem E-CRM dengan memanfaatkan web dan model CRM untuk mendukung rencana strategi bisnis pada Bank BPD DIY.…”

Section: Pendahuluanunclassified

“…Sebuah sistem SCRM dirancang untuk bisnis untuk kolaboratif dalam mengelola hubungan bisnis dan untuk menciptakan pengalaman pelanggan yang kolaboratif (Greenberg, 2009) Model penelitian pada Gambar 1 membahas masalah-masalah dihadapkan dalam upaya untuk mengadopsi dan mengimplementasikan SCRM. Perlu dicatat bahwa, beberapa faktor yang termasuk dalam Model telah dipelajari dalam hal jejaring sosial dan hubungan sosial, dan terbukti meningkatkan kekuatan hubungan, tetapi tidak ada penelitian yang diuji ini kombinasi faktor dalam adopsi CRM (Askool & Nakata, 2010 Gambar4. ArsitekturPerangkatLunak E-CRM BPD DIY…”

Section: Pendahuluanunclassified

Social Customer Relationship Management Sebagai Strategi Bisnis Pada Bank (Studi Kasus Di Bank BPD Diy)

2016

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Social CRM is designed to engage the customer in a collaborative conversation in order toprovide mutually beneficial value. BPD DIY main branch office located in the middle of the cityhas a growing number of borrowers from 2013 until 2014 a number of 4.3% and there is areduction in the number of accounts under 1%. Therefore the Bank BPD DIY are required togive priority to the quality of service on the client. Inthis study, SCRM application made for theusers, in this case to improve relationships and quality of service on customer serviceone customer complaints against Banks in a timely, accurate and effective. The method used isthe method of software development methodologies thatmany developed waterfall. Thisresearch resulted in SCRM system to establish relationship with customer throughpemanfaatan web 2.0 technologies and introduces different approaches in establishingrelationships with customer relations especially in regarding the complaint of the customerthrough the social web in order to improve the quality of service to customers andretain existing clients as well as making one of the SCRM applications to support the businessstrategy of the company. Based on the results of development on SCRM on BPD DIY,softwarehas been successfully developed in accordance with predetermined functionality

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“…By reviewing the literature, there is quite a lot of authors who wrote about CSFs in CRM implementation, comparing some literatures as what written by Wilson et al (2002), Chen and Ching (2004), Boon et al (2005), King and Burgess (2008), Almotairi (2009), Askool and Nakata (2010), Tongmee and Punnakitidashem (2010), Monem et al (2011), Garcia et al (2012) and Garrido-Moreno and Lockett (2012). Nevertheless, the number of compared papers among all only ranges between 4 to 22 papers.…”

Section: Introductionmentioning

confidence: 99%

The critical success factors for customer relationship management implementation: a systematic literature review

Budiardjo

Meyliana

Hidayanto

2016

IJBIS

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The implementation of customer relationship management (CRM) is one of the most common strategies applied by companies to enhance customer relationship and highly related to technology. In fact, it is not easy to successfully implement this strategy because it requires a huge investment and is influenced by other critical factors. This research aims to synthesise critical success factors (CSFs) from CRM implementation using a systematic literature review approach to papers published in 2001-2014. According to the findings towards 53 relevant papers, technology selection and adaptation (technological readiness) are the most dominant factors. Furthermore, the synthesis finding also shows CSF research shifting to social media, and turns out as the difference between CRM and social CRM implementation.

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Scoping study to identify factors influencing the acceptance of social CRM

Cited by 25 publications

References 23 publications

Social Media Adoption for Social CRM in Higher Education: an Insight from Indonesian Universities

Social Media Adoption for Social CRM in Higher Education: an Insight from Indonesian Universities

Social Customer Relationship Management Sebagai Strategi Bisnis Pada Bank (Studi Kasus Di Bank BPD Diy)

The critical success factors for customer relationship management implementation: a systematic literature review

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