Relevant bibliographies by topics / Customer relationship management social / Dissertations / Theses
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Dissertations / Theses on the topic 'Customer relationship management social'

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Published: 10 September 2021
Last updated: 30 July 2025

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1

Esteves, Paulo Sérgio Filipe Mena. "Social CRM adoption in a higher education institution." Master's thesis, Instituto Superior de Economia e Gestão, 2012. http://hdl.handle.net/10400.5/10395.

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Mestrado em Gestão de Sistemas de Informação<br>Neste estudo foi adoptada a definição proposta por Choy, et al. (2003) e Shaw (1999) onde o Customer Relationship Management é definido como o processo pelo qual uma empresa envereda por uma estratégia de procura de maximização da informação sobre os seus clientes num esforço para aumentar a sua lealdade e pronlogar a relação comercial. A Web 2.0 é o termo geralmente usado para descrever a chamada segunda geração da World Wide Web e está intimamente relacionado com o fenómeno da interacção e partilha de informação online (Barsky & Purdon, 2006).
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Gonçalves, Paulo Jorge de Almeida. "Ambidexterity in the context of social Customer Relationship Management." Doctoral thesis, Instituto Superior de Economia e Gestão, 2020. http://hdl.handle.net/10400.5/20608.

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Doutoramento em Gestão<br>Os sítios de redes sociais e os media sociais fazem parte das vidas diárias de mais da metade da população do planeta e fornecem às organizações uma fonte inesgotável de dados sobre as preferências, padrões e tendências sociais dos consumidores. Foi identificada uma lacuna de investigação que revela a oportunidade de explorar ainda mais as contribuições do customer relationship management (CRM) social para a ambidextria. Este estudo aborda o uso do CRM social como uma ferramenta para alcançar a ambidextria, seguindo uma abordagem ao CRM social baseada em pessoas, proc
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Elfving, Jarl, and Karl Lemoine. "Exploring the concept of Customer Relationship Management: emphasizing social." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-176486.

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Today the amount of data available is huge and the growth is even vaster. Data containing all sorts of information is easy to acquire and available for all who seeks it. The age of Information Technology has produced many potent techniques to collect and compile data; however the next decennia may produce technologies that better help us understand how to transform this data into action. This paper seeks to analyze and explain the importance for firms to use a Customer Relationship Management system that combines all consumer information available. The authors argue that combining consumer inf
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Sá, Gonçalo Miguel Ruivo de. "O que pretendem os clientes das marcas/empresas nos social network sites como auxilio para o social customer relationship customer relationship management." Master's thesis, Instituto Superior de Economia e Gestão, 2016. http://hdl.handle.net/10400.5/12742.

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Mestrado em Marketing<br>O cliente dos dias de hoje é cada vez mais virtual, deixou de ter uma atitude passiva perante as marcas que consome, procurando a criação de um envolvimento e relacionamento com as mesmas. Esta mudança de paradigma introduz-nos o Social Customer Relationship Management (SCRM) que se apresenta como uma estratégia de Customer Relationship Management (CRM), que se encontra muito focada na criação de envolvimento com o cliente na Web 2.0, nomeadamente, nos Social Networks Sites (SNSs). A presente dissertação pretende averiguar no contexto português, o que procuram os clie
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Nabseth, Marie, and Brink Andrea Celing. "Customer Relationship Management : En studie om organisatoriska framgångsfaktorer och hinder vid en implementation av ett Customer Relationship Management." Thesis, Uppsala universitet, Institutionen för informatik och media, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-356372.

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Customer Relationship Management (förkortas CRM) är en affärsstrategi som möjliggörs med hjälp av teknologi och används av företag för att registrera samt hantera data och interaktioner med sina dåvarande, nuvarande och potentiella kunder. Att implementera ett CRM-system kräver ofta mycket engagemang och jobb. På grund av den stora omfattningen finns det utrymme för att saker kan gå fel. Studien avser att undersöka vilka organisationella framgångsfaktorer och hinder det finns när ett företag implementerar ett nytt CRM-system i sin organisation. Studien är en förklarande fal
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Saqib, Muhammad. "Social media marketing : Acquiring customer loyalty and relationship management using social media as a marketing channel." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Informatik, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-31811.

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Abstract Social media is a marketing phenomenon that is growing very fast. Social media helps creating value for customers in broadcasting the advertising among social networks. Blog posts, videos, pictures, reviews and ratings all have a significant impact on marketing. The purpose of the thesis is to investigate how companies can achieve customer loyalty and customer relationship management using social media marketing and if companies can target new customers by social media. An inductive research approach was used in the study. Semi-structured interviews were performed with interviewees fr
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Andresen, Philip. "Acquiring customers through Social Customer Relationship Management : An explorative case study within the telecom industry." Thesis, Luleå tekniska universitet, Institutionen för ekonomi, teknik och samhälle, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-64521.

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Social media is a rapidly rising phenomenon, providing new opportunities for consumers and businesses to communicate and share information. The development of social media has allowed for customer relationship management (CRM) to extend its area of use, coining the now common concept social CRM. Social CRM allows for new levels of interactivity between companies and consumers, however the effectiveness of social CRM is uncertain in many areas, mainly due to it being hard to tie customer interaction in social CRM to tangibles for the company. One of these areas is customer acquisition, where th
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Hahn, André. "Social Software im Customer-Relationship-Management Einsatzmöglichkeiten in der chemischen Industrie." Hamburg Diplomica-Verl, 2008. http://d-nb.info/990310817/04.

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Hicks, Nikki R. "Customer Relationship Management in the E-Retailing Environment." ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/4732.

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Small business enterprise (SBE) managers often lack resources, expertise, and impact when selling in an online environment. SBEs can overcome increased competition by adopting customer relationship management (CRM) into their business model for survival and longevity. Using the conceptual framework technology, organization, environment (TOE), this multiple case study explored effective marketing strategies that small store retail managers use to successfully sell apparel and accessories in online markets. The study population included leaders from independent small online retail enterprises wi
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Buss, Olga, and Gabriel Begorgis. "The Impact of Social Media as a Customer Relationship Management Tool : A B2B Perspective." Thesis, Karlstads universitet, Handelshögskolan, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-36382.

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This study explores the association between the Customer Relationship Orientation of a company, their Social Media Use through Social Customer Relationship Management Capabilities, with Customer Relationship Performance in order to determine if Social Media can be used as an effective Customer Relationship Management tool in a business-to-business context. In addition, the research will explain if the company’s expectations conform to the customer’s experience. Four digital managers within Swedish small and medium sized enterprises were interviewed and 34 of their corresponding customers took
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Thunberg, Max, and Fanny Willgård. "Relationsstatus: det är komplicerat : En studie om små detaljhandelsföretag och deras Facebookengagemang för bättre kundrelationer." Thesis, Linnéuniversitetet, Institutionen för organisation och entreprenörskap (OE), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-53853.

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Aldrig tidigare har företag haft lika goda möjligheter till kommunikation gentemot sin kundbas som idag, vilket är ett resultat av internets tillväxt och skapandet av sociala medier. Facebook som är det största sociala mediet sett till antal användare har en styrka i att ge både företag och privatpersoner breda användarmöjligheter. Med hjälp av sociala medier kan företag gratis skapa ett konto och börja marknadsföra sig själva samt skapa och underhålla kundrelationer på en plattform som många privatpersoner dagligen använder. Det finns många studier som visar på stora positiva möjligheter för
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Gregório, Tânia Isabel da Costa. "Customer Relationship Management (CRM) em agências de recrutamento a nível europeu." Master's thesis, Instituto Superior de Economia e Gestão, 2013. http://hdl.handle.net/10400.5/11070.

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Mestrado em Marketing<br>As empresas estão cada vez mais centradas no cliente e em novas formas de os abordar individualmente. As tecnologias mobile e da Web 2.0 têm permitido às empresas desenvolver-se neste campo e aproximar-se dos clientes. A presente investigação foca-se na forma como os sistemas de Customer Relationship Management (CRM) são utilizados pelas empresas de recrutamento a nível Europeu por forma a ajudar os candidatos a encontrar emprego de forma personalizada. Para melhor compreender a utilização destes sistemas de CRM, a metodologia utilizada para este estudo exploratório fo
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Khalifeh, Abdallah, and Heidi Ndiili-Ronkainen. "MNC´s strategy implementation: : Macro-level factors of Customer Relationship Management in Emerging Markets." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-30155.

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Edlund, Paul, and Härgestam Axel Holmner. "Customer Relationship Management and Automated Technologies : A qualitative study on chatbots’ capacity to create customer engagement." Thesis, Umeå universitet, Företagsekonomi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-172386.

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The digital age has brought many new technologies that are disrupting the way that companies interact with customers. Automated technologies are one aspect of technological development in recent days, and it has changed how regular business operations are performed. Chatbots, for instance, has changed the way that customers interact with companies. Facilitating interaction and being available around the clock to serve customers who have questions. This study investigated how automated technologies are used in CRM-activities of companies and how the implementation of such technologies can lead
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Mohamed, Elsayed Sobhy Ahmed. "The impact of social capital on customer relationship management performance in the Egyptian financial sector." Thesis, University of Hull, 2011. http://hydra.hull.ac.uk/resources/hull:5292.

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Nowadays social relationships between service providers and customers are vital for their long term customer relationship management (CRM). Several scholars also believe that poor results of CRM initiatives are due to an extensive focus on technological aspects as an antecedent of CRM rather than social capital dimensions. Despite social capital and CRM concepts have attracted both academics and practitioners; the link between these two concepts is under-researched. Thus, this study examines the effect of social capital on CRM through mediating organisational perceived values. The exhaustive l
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Dobosz, Sandra. "Relationship Management in the Banking Industry : The Use of Facebook." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, EMM (Entreprenörskap, Marknadsföring, Management), 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-19804.

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The economic situation and the improved technology weaken the bond be-tween banks and their customers. To adapt to the changing behavior of customers banks engage in Social Media with the aim to strengthen their relationship. However, Social Media may not have the expected effect on the banks’ customers. The purpose of this thesis is to answer whether interaction through Facebook can improve the relationship between Handelsbanken and its customers and whether the employees’ and the customers’ perceived value of interacting through Facebook is equal.  The theoretical framework focus on how to b
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Tunes, Pedro Antunes Vivas. "Business planning in nonprofit: laying the ground for customer relationship management in Instituto de Empreendedorismo Social." Master's thesis, NSBE - UNL, 2012. http://hdl.handle.net/10362/9622.

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A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economics<br>With a growing scope of business, IES felt the need to better structure its internal information and processes so a one-on-one communication strategy with its stakeholders, a key competitive advantage, could be maintained. This work project intends to lay the ground for CRM implementation in IES, reviewing the literature on relationship marketing and analyzing the environment and context in which the institute functions and its day-today ope
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Quaresma, Martim Pardal Agarez. "Business planning in nonprofit: Laying the ground for customer relationship management in Instituto de Empreendedorismo Social." Master's thesis, NSBE - UNL, 2012. http://hdl.handle.net/10362/9614.

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A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economics<br>The following Work Project analyzes the implementation of a Customer Relationship Management tool in Instituto de Empreendedorismo Social, a Portuguese nonprofit that does research and provides training on Social Entrepreneurship (S.E.). Existing literature was revised, IES was analyzed, and conclusions were taen in order to develop a proposal for the successful implementation of Salesforce.com, the chosen CRM tool.
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Palm, Jennifer, and Louise Wallsten. "Social Customer Relationship Management : En kvalitativ studie om hur svenska företag i dagligvaruhandeln använder sociala medier för att skapa samt hantera kundrelationer." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-36459.

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Titel: Social Customer Relationship Management - En kvalitativ studie om hur svenska företag inom dagligvaruhandeln använder sociala medier för att skapa samt hantera kundrelationer   Nivå: Examensarbete på Grundnivå (kandidatexamen) i ämnet företagsekonomi   Författare: Jennifer Palm och Louise Wallsten   Handledare: Jonas Molin och Lars-Johan Åge   Datum: 2021 - maj     Syfte: Syftet med denna studie är att få ökad förståelse för hur företag inom dagligvaruhandeln arbetar med SCRM.     Metod: En kvalitativ forskningsansats tillämpas för denna uppsats. Det empiriska materialet har samlats in
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Nau, Alexandra. "Social Media Analytics." Universität Leipzig, 2018. https://ul.qucosa.de/id/qucosa%3A31862.

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Die Arbeit untersucht insgesamt 25 kostenfreie Social Media Analytics-Werkzeuge und liefert einen Beitrag zu einer systematischen Beurteilung dieser Anwendungssystemklasse im Rahmen des Social Customer Relationship Managements.:1 Einleitung 1.1 Motivation 1.2 Problemstellung 1.3 Vorgehen 2 Grundlagen 2.1 Social Media 2.2 Social CRM 2.3 Social Media-Analys 2.4 Softwareanalyse 2.5 Prototyping 3 Analyse von Social Media-Analyse-Tools 3.1 Kurzvorstellung der einzelnen Tools 3.2 Kernfunktionalitäten kostenfreier SMA-Anwendungen 3.3 Realisierbare Anwendungsfälle im SCRM 3.4 Vergleich mit Funktiona
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Holén, Olivia, and Caroline Strömberg. "SCRM genom Facebook." Thesis, Högskolan i Borås, Institutionen Handels- och IT-högskolan, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-17858.

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Idag är det nödvändigt för alla företag att fokusera på att skapa långvariga kundrelationer.Customer relationship management (CRM) gör det möjligt för företag att spåra kundersinteraktioner med företag. Det har blivit alltmer viktigt för företag att vara aktiva inom socialamedier för att skapa både kundengagemang och långsiktiga kundrelationer. Facebook är detmest använda forumet som företag idag använder. I samband med sociala mediers utvecklinghar ett nytt koncept utvecklats för att integrera sociala medier i traditionella CRM-system somkallas Social CRM (SCRM). Syftet med uppsatsen var att
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Carraro, Pamela <1995&gt. "Da Customer Relationship Management a Social CRM: l'applicazione di strumenti SCRM negli hotel di Firenze, Milano, Roma e Venezia." Master's Degree Thesis, Università Ca' Foscari Venezia, 2019. http://hdl.handle.net/10579/15498.

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La parte introduttiva della tesi si concentra sull'evoluzione dei social media negli ultimi tempi e sulla transizione da Customer Relationship Management a Social CRM nell'ottica dell'importanza della conoscenza della clientela per fornire prodotti turistici personalizzati. Verrà poi fatto un confronto tra alcune piattaforme online e software CRM nella raccolta ed elaborazione del contenuto generato online dagli utenti, spiegando la loro utilità. Infine verrà realizzato un questionario per gli hotel a 4 e 5 stelle di Venezia riguardo il loro approccio con i social media e con il SCRM
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Kang, Rui, and Li Wei. "Integration of the Social Networking Media into Relationship Marketing Strategy : an investigation of sustainable cooperation between Newman and PetroChina." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-10675.

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Network communication technology has developed for decades. As a result, nowadays, marketers can communicate clients more effectively through the use of social network media to develop a powerful relationship marketing strategy. This dissertation compares relationship marketing strategy with existing marketing theories. Based on the comparison, the dissertation uses qualitative approaches to analyze the cooperation between Newman Co. (It is a social media service firm that helps companies with relationship marketing strategy.) and PetroChina, so as to propose a successful way to integrate the
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Bergstrand, Fredrik, and Emily Finlaw. "Enhancing Current Feedback Processes through Social Media Monitoring : An exploratory study of Social Media and Social Media monitoring practices within an MNC looking to combine new practices with traditional customer-centric processes." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-12119.

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This thesis provides an understanding of Social Media monitoring as a business intelligence system and how a multinational corporation can use these processes to complement existing traditional feedback processes. The purpose of this thesis is to provide the reader with a literature review of Social Media and Social Media monitoring, and an exploratory study of Social Media monitoring practices within a multinational corporation looking to integrate these systems. The chosen research strategy is a case study with single-case embedded analysis. The case company used for this practice is Volvo C
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Georgeson, Sofia, and Nicole Holmes. "Konsumenters upplevelse av företags användning av social media som en kanal för marknadsföringsaktiviteter : En kvalitativ intervjustudie på konsumenters upplevelse av social media, kundengagemang och personaliserad marknadsföring." Thesis, Södertörns högskola, Institutionen för samhällsvetenskaper, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-46195.

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Som ett resultat av att fler konsumenter idag befinner sig på social media samtidigt som fler företag strävar efter förbättrade kundrelationer har Socialt CRM (Customer Relationship Management) blivit en vital strategi för kundrelationer för företag. Socialt CRM är ännu ett relativt outforskat område som vid felaktig användning och implementering kan resultera i finansiella misslyckanden. Det är därför viktigt att genomföra forskning inom området så att företag ska veta om och hur de ska formulera sina strategier så att deras investeringar lönar sig. Denna studie syftar da
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Karla, Jürgen, and Thomas Scholl. "Nutzung von Social Media-Diensten durch Sparkassen." Saechsische Landesbibliothek- Staats- und Universitaetsbibliothek Dresden, 2014. http://nbn-resolving.de/urn:nbn:de:bsz:14-qucosa-143674.

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Leskinen, Maria, and Jennie Andreasen. "Sociala medier : Ovärderlig resurs eller förlorade kunder?" Thesis, Högskolan i Borås, Akademin för textil, teknik och ekonomi, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-381.

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Sociala medier har på sistone vuxit till att bli ett mycket populärt verktyg för att kommunicera med folk världen över. Användandet av sociala nätverk har ökat explosionsartat de senaste åren och företag har insett att detta bjuder på en fantastisk möjlighet till att nå ut till kunder runt hela jorden, via ett nästintill gratis forum. På de olika kanalerna erbjuds företag de medel de behöver för att kunna kommunicera med sina kunder över nätet och på detta sätt interagera med kunderna på ett ställe där de redan finns. Utöver möjligheten att kommunicera med kunden kan företaget publicera redakt
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Degerman, Isabel, Johanna Eckerbom, and Hong Gu. "How do B2B companies approach CRM and the management of customer data in today’s era of social media and GDPR? : A Multiple Case Study." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-86069.

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This multiple case study focuses on the customer relationship management (CRM) processes and the management of customer data within two international business-to-business (B2B) companies based in the southern parts of Sweden.  This study explores and compares these companies’ approaches to CRM in today’s era of social media and the General Data Protection Regulation (GDPR). A qualitative research method in the form of 12 semi-structured interviews were conducted and later analyzed through coding using grounded theory.   The findings of this study show that the companies studied work in both di
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Karla, Jürgen, and Thomas Scholl. "Nutzung von Social Media-Diensten durch Sparkassen." Technische Universität Dresden, 2011. https://tud.qucosa.de/id/qucosa%3A28084.

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Schoeneborn, Silja. "Die Rolle verbraucherpolitischer Akteure bei konsumentenorientierter Kommunikation über corporate social responsibility (CSR)." Marburg Metropolis-Verl, 2009. http://d-nb.info/994323190/04.

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Kim, Suzy, and Amanda Tari. "Socialisera och förstå mötesplatsen : En studie om hur företag skapar och stärker kundrelationer genom sociala medier." Thesis, Högskolan i Halmstad, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-33168.

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Syfte: Uppsatsens syfte  är  att  skapa  en  ökad  förståelse  för  hur  företag skapar och stärker kundrelationer genom användningen av sociala medier. Vi har valt att lägga fokus på de potentiella möjligheterna som social media medför men även eventuella risker som medförs via denna kanal.   Teoretisk referensram: Kapitlet inleds med en beskrivning av vad relation innebär för att därefter gå över till den allt större betydelsen av kundrelationer i dagens samhälle. Interaktion och kundlojalitet presenteras efterföljt med en beskrivning av webbens utveckling samt användningsområdena kring de s
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Nilsson, Johan, and Oscar Lind. "Lojalitet på Instagram : Vilka faktorer påverkar lojaliteten hos ett företags instagramföljare?" Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-353843.

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Today’s competition among companies has increased due to the development of the Internet. Customer loyalty is crucial for companies in today’s market. It is important to create a customer base, which will result in a positive effect on profit and sustainability. Social media, such as Instagram, has an impact on customers today. Social media has made it possible for companies to be closer to their customer than ever before. The purpose of this study was to explain how a company can influence Instagram followers’ loyalty through the use of Instagram. This study examines several crucial factors w
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Kobayashi, Kenji, and Victor Svensson. "Relationshantering på Instagram : En fallstudie om tre restaurangverksamheters förvaltning av kundrelationer genom sociala medier." Thesis, Södertörns högskola, Medieteknik, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-37916.

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Skribenterna till denna kandidatuppsats har undersökt kundrelationshantering (CRM) på Instagram, ur ett företagsperspektiv. Studien syftar till att identifiera hur Instagrams funktioner påverkar etablerade teorier gällande CRM. Idag förväntas många företag att etablera sig på sociala medier som i sin tur gynnas av genomtänkta strategier av arbete med CRM. Studien genomfördes genom en kvalitativ fallstudie där tre restaurangverksamheter har undersökts. Detta för att bidra till en grundläggande förståelse över hur de tre verksamheterna tillämpar Instagrams funktioner i sitt a
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Vitásek, Tomáš. "Využití social CRM v podnicích." Master's thesis, Vysoká škola ekonomická v Praze, 2012. http://www.nusl.cz/ntk/nusl-150000.

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Submitted diploma thesis puts a target to analyze current state of using customer relationship management systems in small or mid-size companies located in Czech Republic. Second main goal of this work is (based on the historical development business information systems) characterize and describe changes of approach from classic CRM systems to Social CRM and usage of this social networks as new channel and space for business. There will be questionnaire base on the theoretical part of the thesis, which will be distributed to the Czech companies in the informatics industry. Results of this ques
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Flätchen, Sven W. "Einsatzszenarien von Web 2.0 Technologien im Kundenmanagement : eine theoretisch und empirisch fundierte Analyse der Machbarkeit und aktueller Umsetzungsstrategien /." München Mering Hampp, 2009. http://d-nb.info/992396158/04.

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Chen, Kuo-hsien, and 陳國憲. "Customer Relationship Management in a Language Institution: Using Social CRM Platform to Maintain Customer Relationships." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/17368904419278047906.

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碩士<br>國立臺南大學<br>數位學習科技學系碩士班<br>101<br>Cram schools are service establishments which specialize in teaching learners highly accelerated curriculums for the purpose of taking examinations. These tutelage institutions are a vital component in the educational system of Taiwan and are relatively rife. Over the past few years, due to reasons such as low birth rate and heightening competition, difficulty in maintaining the operation of cram schools is increasing. Researchers have asserted that in order to remain competitive in the marketplace, businesses are required to fortify relations with custome
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Hao, Ru-Shiuan, and 郝如萱. "The Impact of Social Media Usage on Innovation: the Perspective of Customer Knowledge Management and Social Customer Relationship Management." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/2f9983.

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碩士<br>國立中興大學<br>企業管理學系所<br>107<br>According to knowledge-based theory view, knowledge and capabilities that enterprises possess are the main factors affecting their competitive advantage. The open innovation highlights the importance of external knowledge source, customer knowledge is also one of the sources of external knowledge source to enhance firms’ knowledge. In the era of social media, the social media usage has become important issue that all of the companies could leave it out of consideration. The social media has changed the interaction mode between enterprises and customers. Not on
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Yu, Chou Ming, and 周明宇. "The Study of Social Cultural Dimensions of Customer Relationship Management." Thesis, 2000. http://ndltd.ncl.edu.tw/handle/37080641669825575766.

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碩士<br>大葉大學<br>事業經營研究所<br>88<br>The purpose of this study is to generate a framework of relationship marketing model, which can further be refered personnel. In the mean time ,we are trying to explore now social culture factors affect the generation of customer relationship management. In this study , we try to divide the relationship marketing into four dimensions from a real practice view . These four dimensions are contact dimensions , trust-built dimension , transaction dimension and relationship dimension . We them group social culture factors into six groups . By interviewin
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Chen, Kuan-Chen, and 陳冠臻. "Market Orientation,Social Customer Relationship Management Process and Organizational Performance." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/35564175566545182653.

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碩士<br>東海大學<br>企業管理學系碩士班<br>100<br>Internet technology has developed fast and the number has increased continuously. Social networks has also become popular, so that many companies use social media as a new tool of customer relationship management, and it is used to deliver their product informations, maintain good interaction with their customers, increase their number of new customers and improve customer’s loyalty. Therefore, social media is an important part for customer relationship management. We survey 151 companies which use social media as samples, and explore that they implement thre
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Baabdullah, A. M., Nripendra P. Rana, A. A. Alalwan, R. Algharabat, Hatice Kizgin, and G. A. Al-Weshah. "Toward a conceptual model for examining the role of social media on social customer relationship management (SCRM) system." 2018. http://hdl.handle.net/10454/17233.

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Yes<br>Organizations worldwide are becoming more interested in utilizing social media applications to enhance their marketing capabilities. One of the main fruits of integrating social media applications into the marketing, information technology and information systems areas is social customer relationship management (SCRM). SCRM has been the focus of attention for both marketing academics and practitioners. However, as this area is quite new, there is a need to propose a theoretical foundation explaining how using social media platforms for SCRM systems could predict customer engageme
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Oliveira, Joana Neto de Almeida Furtado de. "Customer relationship management field lab at PCDIGA: marketing campaigns." Master's thesis, 2019. http://hdl.handle.net/10362/68970.

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The appearance and development of the Internet created a new paradigm in the marketing area, where companies are becoming increasingly focused on developing a customer centricity strategy in order to create a more engaging relationship with the customers. This Work Project aims to analyse, measure and evaluate the impact of PCDIGA’s communication channels and respective strategies to establish contact with their customers, namely through marketing campaigns via e-mail or social media platforms. According to the data collected and knowledge gathered, some recommendations, suggestion for im
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Mota, Rita Margarida Vieira. "Customer relationship management field lab at PCDIG: Customer segmentation." Master's thesis, 2019. http://hdl.handle.net/10362/68868.

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The purpose of this study is to suggest a segmentation model that best suits PCDIGA’s resources and its customer database. To achieve this, an extensive analysis was carried out about the company, which was combined with literature research regarding the subjects of customer relationship management and segmentation. As a result, a segmentation was proposed, which was tested through an online survey that reached over 4 000 individuals. Recommendations were drawn for the company to develop the resulting 7 segments according to their potential and value produced.
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Vanian, Mariam. "Customer relationship management plan for wrike." Master's thesis, 2016. http://hdl.handle.net/10362/17261.

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Achieving long-term success for companies includes providing customers with exceptional products and ser-vices. It implies investing in Customer Relationship Management (CRM) and building a plan of its implementation. This issue is addressed in present Work Project by conducting interviews with top-management of Wrike and sur-vey with other employees which showed there is space for improvement of company’s current CRM. Results give insights of CRM in Wrike and are the basis of CRM plan proposal. The key effect of the proposed plan can be seen in the increase of the customer’s value and consequ
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Yawised, K. "The role and nature of social customer relationship management (social CRM) in Australian companies." Thesis, 2017. https://eprints.utas.edu.au/23944/1/Yawised_whole_thesis.pdf.

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The aim of this thesis is to examine the uptake of Social Customer Relationship Management (Social CRM) in Australian companies by generating insight into factors that support or hinders adoption. Social CRM is an emerging concept that includes strategies, processes and technologies to link social media with traditional CRM practices. Despite the growing attention being paid to this concept, there is little evidence on what determines the adoption of Social CRM by private companies. Due to the lack of research on this topic, policy makers and company managers alike may struggle to understand t
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Lopes, Ana Luísa Alves. "Customer Relationship Management Strategy: the factors towards a success implementation." Master's thesis, 2018. https://hdl.handle.net/10216/117688.

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Lopes, Ana Luísa Alves. "Customer Relationship Management Strategy: the factors towards a success implementation." Dissertação, 2018. https://hdl.handle.net/10216/117688.

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Chen, Chiao-Hsin, and 陳巧馨. "Exploring Sustainable Business Model in Social Enterprises from Customer Relationship Management Perspective." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/10244391306503737490.

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碩士<br>國立東華大學<br>企業管理學系<br>101<br>Social enterprise is defined as a not-profit oriented business to operate independently. Not the mission to make profit for shareholders, it meets social needs, resolve social problems, and create opportunities for vulnerable individuals or groups. However, it’s more difficult to manage a social enterprise than a profit-oriented business for insufficient domain knowledge and rules in Taiwan. Applying customer relationship management (CRM) can target business stakeholders and meet their needs for building life-long loyalty. On the other hand, companies should ta
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Mustacchi, Anna Caterina. "Trust and social customer relationship management consequences on donor’s intention to donate via social media." Master's thesis, 2021. http://hdl.handle.net/10071/24718.

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Fundraising trough social media platforms started to emerge as an easy, fast and practical instrument for non-profit organizations to collect donations. Users can both directly donate to a non-profit organisation social media page, or organize fundraisers inviting their friends to participate. This article proposes a model to investigate the effect of different factors on the intention to donate via social media. Based on data collected from 130 responses, this study uses the multiple linear regression and mediation analysis to test the research model. The result showed that different fa
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Cunha, Sandra Raquel Ribeiro. "CRM - Customer Relationship Management - Uma Estratégia. Estudo de Caso Osvaldo Matos." Master's thesis, 2012. https://repositorio-aberto.up.pt/handle/10216/74276.

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Cunha, Sandra Raquel Ribeiro. "CRM - Customer Relationship Management - Uma Estratégia. Estudo de Caso Osvaldo Matos." Dissertação, 2012. https://repositorio-aberto.up.pt/handle/10216/74276.

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