The IRMA Community
Newsletters
Research IRM
Click a keyword to search titles using our InfoSci-OnDemand powered search:
|
Social Customer Relationship Management
|
|
Author(s): Mohammad Nabil Almunawar (School of Business and Economics, University of Brunei Darussalam, Brunei Darussalam)and Muhammad Anshari (Continuing Education Centre, University of Brunei Darussalam, Brunei Darussalam)
Copyright: 2015
Pages: 8
Source title:
Encyclopedia of Information Science and Technology, Third Edition
Source Author(s)/Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-4666-5888-2.ch519
Purchase
|
Abstract
Customer Relationship Management (CRM) can be used by an organization as a tool and strategy in meeting the expectations of their customers. The term Social CRM is an approach that allows intensive interactions between customers, customers and organizations, and customers' interaction with the systems by utilizing Web 2.0. Social CRM offers new capabilities of social networks that provide powerful new approaches to surpass the traditional CRM. The fundamental changes offered by Social CRM are in terms of empowerment, connection, and value generated. An example of Social CRM in healthcare is extending healthcare services through social networks where many kinds of interaction can be supported. The main goal of this chapter is to introduce a promising future research direction, which may shape the future of integrative customer relationship. In this chapter, we examine customers' expectation concerning the process of empowerment, social networks, and participation to make customers more proficient in dealing with their own issues. This chapter also discusses and demonstrates how Social CRM will help customers have greater control in controlling the process of interaction (empowerment) with organizations and among themselves.
Related Content
|
Yair Wiseman.
© 2021.
11 pages.
|
|
Mário Pereira Véstias.
© 2021.
15 pages.
|
|
Mahfuzulhoq Chowdhury, Martin Maier.
© 2021.
15 pages.
|
|
Gen'ichi Yasuda.
© 2021.
12 pages.
|
|
Alba J. Jerónimo, María P. Barrera, Manuel F. Caro, Adán A. Gómez.
© 2021.
19 pages.
|
|
Gregor Donaj, Mirjam Sepesy Maučec.
© 2021.
14 pages.
|
|
Udit Singhania, B. K. Tripathy.
© 2021.
11 pages.
|
|
|