Social-Customer-Relationship-Management (Social-CRM)

Alt, Rainer; Reinhold, Olaf

doi:10.1007/s11576-012-0330-6

Cited by 30 publications

(23 citation statements)

References 9 publications

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“…Social CRM describes measures that use Social Media technologies within the planning, implementation and control of CRM activities (see [3,26,27,4,28,29]). The term Social CRM denotes a customeroriented concept that integrates Social Media with CRM applications in the area of marketing, sales and service (see [3,4,28]). Although Social CRM overlaps with other terms, such as social commerce, Social Media marketing or social networks, it focuses on leveraging the Social Web for CRM purposes.…”

Section: Examining the Role Of Sis And Social Crm 21 Concept And Bumentioning

confidence: 99%

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The Role of Social CRM in Social Information Systems: Findings from Four Case Studies

Reinhold

Alt

2019

Proceedings of the Annual Hawaii International Conference on System Sciences

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Social Information Systems (SIS) are larger systems of open and voluntary collaboration between involved parties and based on Social Media. Recent research about SIS describes characteristics, constituting elements and research streams. However, detailed analysis about the effects and system design of SIS are still limited. This paper investigates the concept of SIS from the perspective of Customer Relationship Management (CRM). It illustrates similarities and differences between SIS and Social CRM implementations by drawing on existing research and the examination of four cases studies. The findings show benefits and requirements for the adoption of SIS in the field of CRM. On one hand, SIS provide new means for CRM by fostering the creation and nurturing of relationships between business and the market. On the other hand, for realizing these opportunities companies need to further integrate Social Media, CRM and Social CRM from an inside-out and outside-in perspective.

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Section: Examining the Role Of Sis And Social Crm 21 Concept And Bumentioning

confidence: 99%

“…Thus, empowering the customers and giving them more control over the communication and relationship [3]. Social CRM already addresses this change by linking these platforms with CRM systems and processes [4,5]. However, this concept still applies an internal/business to external/customer perspective (insideout).…”

Section: Introductionmentioning

confidence: 99%

The Role of Social CRM in Social Information Systems: Findings from Four Case Studies

Reinhold

Alt

2019

Proceedings of the Annual Hawaii International Conference on System Sciences

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“…In their preface, the guest editors Ulrike Baumöl, Linda D. Hollebeek and Reinhard Jung, provide a broader picture on the changing role of customers and businesses (Baumöl et al 2016). They show that with concepts, such as Social CRM (Alt and Reinhold 2012), open innovation and co-creation, customers are no longer only regarded as "bargain hunters", but also as collaborative partners that are more closely connected to the company to obtain more individualized services. The four papers of the special issue will be separately introduced by the guest editors in their preface and Electronic Markets wishes to thank all three colleagues for their effort in putting the issue together.…”

Section: Contents Of Issuementioning

confidence: 99%

Electronic Markets on customer-orientation

Alt

2016

Electron Markets

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Dear readers of Electronic Markets,It is a popular saying that "The customer is king (or queen)" and most businesses will declare customer-orientation as a major goal in their strategies. Among the claims are to offer the best service to customers and to strive for maximum customer satisfaction and/or experience. The question remains how customer-orientation is actually measured and operationalized beyond being a mere marketing statement. Clearly, customer-orientation is a complex construct that is shaped by many factors. While price is an important determinant in most buying decisions, the overall satisfaction with a seller is influenced by many qualitative aspects as well, i.e. the mood (s)he is in, the time constraints of the transaction, the financial status of the buyer, the interaction with the seller's representative or systems or the match with the customer's expectations of the product/service and the like. In addition, marketing literature suggests that each encounter also needs to be considered in a longer relational context, meaning that customers -especially in the business-to-business segment -undertake repeated transactions, which lead to a transaction history and longer-term relationships.

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“…Since research in the field of SCRM is still in progress, previous studies have been mostly dealing with the question such as how to integrate customer-centric functionalities provided by social media applications in the traditional sales-and marketing-centric CRM system in order to get additional value of SCRM in CRM processes (Alt and Reinhold, 2012;Trainor, 2012). Skotis et al, (2013) in their conceptual work discuss on how emergent social media tools and networking technologies facilitate CKM processes with more emphasis on knowledge co-creation with customers.…”

Section: Alinging Vn-ckm and Vn-scrmmentioning

confidence: 99%

Business-IT Alignment in PSS Value Networks - Linking Customer Knowledge Management to Social Customer Relationship Management

Bagheri

Kusters

Trienekens

2015

Proceedings of the 17th International Conference on Enterprise Information Systems

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Abstract:Offering a PSS that is based on co-creating value with customer, starts with understanding customer needs. Customer understanding is realized through the process of managing customer knowledge across a PSS value network. In this respect, customer knowledge management (CKM) is seen as a core business capability. We extend the notion of CKM capability to a PSS value network, defining it as a value network CKM (VN-CKM) capability. We also look at the supportive IT capability, which we define as the value network social customer relationship management (VN-SCRM) capability. At operational level VN-CKM and VN-SCRM capabilities are reflected in the execution of business processes and information systems. To achieve BIA, a linkage is required between the VN-CKM capability and the VN-SCRM capability and between its accompanying business processes and systems. If in the process of VN-CKM, activities such as creation, storage/retrieve, transfer, and usage of customer knowledge are enabled by VN-SCRM systems across a network, the established BIA will support the functioning of the PSS. In this study we discuss the role of a VN-SCRM capability and identify requirement components of accompanying systems in relation to a VN-CKM capability and accompanying processes, in order to foster BIA at a network level.

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Social-Customer-Relationship-Management (Social-CRM)

Cited by 30 publications

References 9 publications

The Role of Social CRM in Social Information Systems: Findings from Four Case Studies

The Role of Social CRM in Social Information Systems: Findings from Four Case Studies

Electronic Markets on customer-orientation

Business-IT Alignment in PSS Value Networks - Linking Customer Knowledge Management to Social Customer Relationship Management

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