Relevant bibliographies by topics / Social CRM

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Social CRM'

Author: Grafiati
Published: 4 June 2021
Last updated: 9 March 2023

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Journal articles on the topic "Social CRM"

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Yawised, Kritcha, and Peter Marshall. "Social CRM." International Journal of Virtual Communities and Social Networking 7, no. 1 (January 2015): 14–20. http://dx.doi.org/10.4018/ijvcsn.2015010102.

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Social customer relationship management (social CRM) is an emerging practice that utilises social media to engage with customers. In its most complete form, social CRM is a concept and a practice that integrates social media and social networking with traditional CRM technologies, processes and practices in order to bring about a superior engagement with customers including improved customer service, leading, hopefully, to improved revenues and profits for adopting businesses. This paper reviews the academic and practitioner literatures on social CRM, makes a broad comparison between the two literatures, and then, based on an assessment of the literature, specifies possible new research directions and opportunities. In terms of the findings, the literature review revealed that academic research in social CRM focused, unsurprisingly, on the theoretical notion of social CRM and on specifying the key processes for it, whereas the practitioner literature focused on how to respond to the challenges of social media and capitalise on the opportunities presented by such media.
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Alt, Rainer, and Olaf Reinhold. "Social-Customer-Relationship-Management (Social-CRM)." WIRTSCHAFTSINFORMATIK 54, no. 5 (September 6, 2012): 281–86. http://dx.doi.org/10.1007/s11576-012-0330-6.

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Alt, Rainer, and Olaf Reinhold. "Social Customer Relationship Management (Social CRM)." Business & Information Systems Engineering 4, no. 5 (September 6, 2012): 287–91. http://dx.doi.org/10.1007/s12599-012-0225-5.

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Bailey, Ainsworth Anthony. "Factors Promoting Social CRM." International Journal of Customer Relationship Marketing and Management 6, no. 3 (July 2015): 48–69. http://dx.doi.org/10.4018/ijcrmm.2015070104.

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The principal focus of this paper is the development of a conceptual model that incorporates personality variables and service provider-related social media characteristics to propose their impact on consumers' perceptions of the usefulness of social CRM and user satisfaction with a service provider's social CRM efforts, as well as the impact of these perceptions on subsequent intentions and behaviors such as intention to continue social engagement, social engagement with the brand, and electronic word-of-mouth generation. The model proposes positive and significant relationships among the personality variables and perceptions of usefulness and user satisfaction with a service provider's social CRM efforts. In addition, social media platform characteristics also have positive and significant on these variables, which in turn positively and significantly impact consumer social engagement and e-WOM generation. The conceptual model needs validation. Survey data can be obtained and SEM can be used to assess the proposed links in the model.
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Lehmkuhl, Tobias, Reinhard Jung, Torben Küpper, and Alexander Wieneke. "Zieldimensionen von Social CRM." Controlling 27, no. 7 (2015): 409–14. http://dx.doi.org/10.15358/0935-0381-2015-7-409.

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Jung, Reinhard, Christiane Lehrer, and Tobias Mirsch. "Erfolgsmessung von Social CRM." Controlling 28, no. 4-5 (2016): 235–40. http://dx.doi.org/10.15358/0935-0381-2016-4-5-235.

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Juwitasary, Hanny, Mohamad Noorman Marek, Norizan Anwar, Mohd Nasir Ismail, and Yohannes Kurniawan. "Social Media in Social CRM: Systematic literature review." Environment-Behaviour Proceedings Journal 7, SI10 (November 30, 2022): 59–65. http://dx.doi.org/10.21834/ebpj.v7isi10.4102.

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Social CRM has become a concept that changes traditional CRM into technological CRM that uses web 2.0 or social media to engage with the customer. SM usage growth is so rapid that companies compete to use social media as their marketing to improve engagement and services to their customers. This research aims to find the role of SM and factors that can measure the influence of SM in S-CRM. This study uses SLR to identify the parts of SM in the industry that implements social CRM and measurement that comes out of the TOE, TAM and IS success models. Keywords: social media, social CRM, systematic literature review eISSN: 2398-4287 © 2022. The Authors. Published for AMER ABRA cE-Bs by E-International Publishing House, Ltd., UK. This is an open-access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer-review under the responsibility of AMER (Association of Malaysian Environment-Behavior Researchers), ABRA (Association of Behavioral Researchers on Asians), and cE-Bs (Centre for Environment-Behavior Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia.
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Faase, Robbert, Remko Helms, and Marco Spruit. "Web 2.0 in the CRM domain: defining social CRM." International Journal of Electronic Customer Relationship Management 5, no. 1 (2011): 1. http://dx.doi.org/10.1504/ijecrm.2011.039797.

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Greve, Goetz. "Social CRM – ganzheitliches Beziehungsmanagement mit Social Media." Marketing Review St. Gallen 28, no. 5 (October 2011): 16–21. http://dx.doi.org/10.1007/s11621-011-0058-5.

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Suhari, Yohanes, Kristophorus Hadiono, Arief Jananto, and Dwi Agus Diartono. "Social CRM Framework For University." International Journal of Computer Trends and Technology 69, no. 12 (December 25, 2021): 1–4. http://dx.doi.org/10.14445/22312803/ijctt-v69i12p101.

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Dissertations / Theses on the topic "Social CRM"

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Mjellander, Stefan, and Lina Samuelsson. "Steget ut i de Sociala Nätverken med Social CRM : En studie i vad som motiverar företag till att använda Social CRM." Thesis, Högskolan i Halmstad, Sektionen för ekonomi och teknik (SET), 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-16585.

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Syftet är att få insikt i vad som motiverar företag till att använda Social CRM, och hur de arbetar med detta för att kommunicera med sina kunder med hjälp av sociala nätverk. En kvalitativ ansats har använts där tre företag inom olika branscher har blivit intervjuade; Röda Korset, Komplett ASA och Ving Sverige AB. Intervjuer har genomförts med två olika personer på varje företag. Studien visar att företag som är verksamma i Sverige har börjat anamma de möjligheter som arbetet med Social CRM i sociala medier innebär. De möjligheter företagen tar upp är att de kan nå en större målgrupp på ett mer kostnadseffektivt sätt, underlätta dialoger och skapa en informell och personlig kontakt vilket kan leda till ökad varumärkeslojalitet och värdefulla konkurrensfördelar. Företagen använder även Social CRM till att samla in information om sina kunder och besökare för att med hjälp av denna förbättra företagens image, utbud men också service och kommunikation. Vi drar också slutsatsen att eftersom begreppet och arbetet med sociala medier är relativt nytt så finns det stora möjligheter för företagen att utveckla användningen av Social CRM och göra detta till en naturlig del av sin strategi.
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Králová, Veronika. "Social CRM jako součást ERP." Master's thesis, Vysoká škola ekonomická v Praze, 2013. http://www.nusl.cz/ntk/nusl-199258.

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The submitted diploma thesis talks about evolutionary stage of classical CRM solution called Social CRM (also known as CRM 2.0 or SCRM). The goal of this work is to map a current offer at the market with SCRM and to compare it with the demand of Czech companies. The theoretical part explains all the basic terms associated with the topic, a short history and current evolution on the market. The work also identifies summary of various groups of Social CRM tools, which are currently widely used and tries to outline their functions. The main part of the study is the practical section which contains two kinds of surveys. First is devoted to Social CRM in terms of current and potential users of social networks for small and medium-sized enterprises in Czech Republic. The goal of the second survey is to discover the current situation and future evolution of Social CRM among suppliers of ERP solu-tions. Results from these two surveys are presented and widely discussed.
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Alt, Rainer, and Olaf Reinhold. "Anwendungsfälle und Werkzeuge des Social CRM." Universität Leipzig, 2015. https://ul.qucosa.de/id/qucosa%3A13341.

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Der Forschungsbericht enthält studentische Arbeiten zu Anwendungsgebieten und Technologien des Social Customer Relationship Management (CRM). Die einzelnen Beiträge ergänzen das einleitend skizzierte Konzept des integrierten Social CRM um konkrete Beispiele für die Verbindung von Social Media und CRM sowie die entstehenden Integrationsherausforderungen. Grundlage des Forschungsberichts sind Ergebnisse aus zurückliegenden Forschungsprojekten des Instituts für Wirtschaftsinformatik und des Seminars Enterprise Systems 2 an der Universität Leipzig.:Abbildungsverzeichnis V Tabellenverzeichnis VI Abkürzungsverzeichnis VII Vorwort IX Integration von Social Media und CRM Olaf Reinhold Einführung in das integrierte Social CRM 3 Präsenz im Social Web Sascha Petronis Bereitstellung von Zusatzinhalten im Social CRM 11 Kooperation im Social CRM Christoph Lefanczyk Einsatz von Social CRM-Systemen zur Unterstützung des Kooperationsprozesses 23 Tilo Gutknecht Social CRM-Plattformen für Crowdsourcing 35 Durchführung von CRM-Prozessen im Social Web Chris Jänicke Social Customer Relationship Management -Kundenbindung im indirekten Vertrieb 45 Martin Max Röhling Identifikation von Anwendungen zur Unterstützung von CRM-Prozessen im Vertrieb 55 Lino Janke Prozesse im Social CRM sowie deren Integration und Vorstellung von Fallbeispielen 65 Analyse von Social Web-Inhalten Christin Reinsdorf Nutzung von Social Media im Bereich Marktforschung und Marktbeobachtung 75 Lars Zinner Auswertung und Verwendung von Social Media-Inhalten 85 Lars Busch Nutzung von Social Media zur Analyse der Marktakteure und des Social Ecosystem 97 Datenmanagement im Social CRM Ingolf Römer Beurteilung der systemgestützten Bereitstellung von Kennzahlen im Social CRM 109 Christian Mählig Datenaggregation im Social CRM 123 Schlagwortverzeichnis 133 Anhang - Poster 135
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Doxakis, Berg Angelika. "Social CRM i SME : En utvärderande studie av små och medelstora företags förväntningar och resultat av att använda social CRM." Thesis, Mittuniversitetet, Institutionen för informationssystem och –teknologi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-39186.

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Customer Relationship Management (CRM) is a strategy that helps companies develop and manage their customer relationships. CRM helps the company with a better understanding of the customer and the customers needs. Through the growth of social media, traditional CRM has been further developed into social CRM, which gives the companies a new approach to being competitive in differ-ent media. The new type of relationship between company and costumer is two-way and it is the customer who owns the relationship. Companies can be active on different platforms to directly interact with existing or potential customers. The purpose of this paper is to evaluate SME´s expectations and results of social CRM. The purpose was achieved by answering the following questions: Which incentives are key for SME to accept social CRM? What are SME´s expectations on using social CRM? To what extent do SME use social CRM? And what results did SME achieve by using social CRM? The study was conducted through a semi-structured interview study. Four different SMEs from different industries participated in the study. Compilation of interview results is presented in tabular form and shows that SME seldom has set goals and desired values before working in social media, but theresults achieved are nevertheless in line with what the companies thought the work in social media would give. Thecompanies in the study feel that they have been able to follow the development and be where customers are.
Customer Relationship Management (CRM)är en strategi som hjälper företag att utveckla och hanterasinakundrelationer. CRM hjälper företaget med en bättre förståelse för kunden och kundens behov. Genom framväxten av sociala medier har traditionell CRM vidareutvecklats till social CRM, vilket ger företagen ett nytt angreppssätt för att vara konkurrenskraftiga i olika medier. Den nya ty-pen av relation mellan företag och kund är tvåvägs och det är kunden som äger relationen. Företagen kan vara aktiva på olika plattformar för att direkt interagera med existerande kunder eller potentiella kunder. Syftet med denna uppsats är att utvärdera små och medelstora företags (SMEs) förväntningar på och resultat av social CRM. Syftet uppnåddes genom efter att ha svarat på följande fråge-ställningar: Vilka är drivkrafterna till att SME adapterar social CRM? Vilka för-väntningar har SME inför att använda social CRM? I vilken grad använder SME social CRM? Vilka resultat uppnådde SME av att använda social CRM? Studien genomfördes genom en semi-strukturerad intervjustudie riktad till SME. Fyra olika SME från olika branscher deltog i studien. Sammanställning av intervjuresultat redovisas i tabellform och visar att SME sällan har utarbetade mål och önskade värden innan arbete i sociala medier, men att dom uppnådda resultat ändå ligger i linje med vad företagen trodde arbetet i sociala medier skulle ge. Företagen i studien upplever att de lyckats följa utvecklingen och vara där kunderna är.
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Alt, Rainer, and Olaf Reinhold. "Analysemethoden, Anwendungsfälle und Werkzeuge des Social CRM." Universität Leipzig, 2017. https://ul.qucosa.de/id/qucosa%3A15607.

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Der Forschungsbericht enthält studentische Arbeiten zu Analysemethoden, Anwendungsfällen und Technologien des Social Customer Relationship Management (CRM). Die einzelnen Beiträge betrachten das Konzept eines integrierten Social CRM aus verschiedenen Perspektiven und anhand konkreter Beispiele. Grundlage des Forschungsberichts sind Ergebnisse aus zurückliegenden Forschungsprojekten des Instituts für Wirtschaftsinformatik und des Seminars Enterprise Systems 2 an der Universität Leipzig.:Inhaltsverzeichnis Abbildungsverzeichnis V Tabellenverzeichnis VII Abkürzungsverzeichnis VIII Vorwort XI Konzeptionelle Grundlagen Olaf Reinhold Von der Social Media-Nutzung zum Integrierten Social CRM: The-matische Einführung und Strukturierung des Arbeitsheftes 3 Analysemethoden Hans-Georg Wu Text Mining im Social CRM 15 Franziska Suchy Analyseansätze im Social CRM 29 Martin Lebik Methoden zur Ermittlung von Influencern 41 Anwendungsfälle Eva Kahlert Einsatz und Nutzen von Social Media in einem KMU am Beispiel des Outdoor-Unternehmens tapir 63 Veronika Prochotská Szenarios zum Präsenzaufbau im Social CRM 83 Ana Maria Cerlinca Social Media Monitoring und Dashboards zur Unterstützung universitärer Prozesse 97 Richard Stüber Die Social Media-Nutzung einer deutschen und einer brasiliani-schen Universität im Vergleich 111 Werkzeuge Marcel Fischer Prozessunterstützung durch SCRM-Werkzeuge 125 Tom Roick Systeme zur Ermittlung von Influencern 135 Jonas Buch SCRM-Unterstützungssysteme zum Präsenzaufbau im Social Web 147 Datenmanagement im Social CRM Mattis Hartwig Data Aggregation in Social CRM 165 Karsten Stöcker Vergleichende Betrachtung der Application Programming Interfaces sozialer Netzwerke 175 Anhang - Poster 189
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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 questionnaire will then show the current status of CRM and the connection to the social networks together with the possible ways of progress to the future. As well there will be described basic options for business pages on social networking site Facebook, and how easy it is to create such a profile.
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COSTA, TITO MENDES DA. "SOCIAL CRM THROUGH SELF-SERVICE TECHNOLOGIES." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2014. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=24495@1.

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As gerações atuais (Y, Z, Me...) são conhecidas como as Gerações Silenciosas pois fazem uso extensivo de mecanismos de mídias sociais e serviços de mensagem (SMS e mais recentemente Whatsapp) em lugar de serviços de voz. Tais gerações, que começam a ser responsáveis por grande parte do mercado consumidor, se sentem mais à vontade com a troca de mensagens vis-à-vis as relações diretas que normalmente ocorrem na comercialização de serviços e suporte pós-venda, facilitando a ampliação do escopo de soluções de auto-serviço e auto-atendimento para esse público. Nesse prisma, torna-se interessante entender de que forma esses novos consumidores se comportam nas mídias sociais e as relações e questões que os levam a adotar novas tecnologias e consumir novos produtos e serviços que podem trazer implicações significativas tanto para a evolução da teoria acadêmica como para gestores de empresas. No presente estudo é proposto um modelo conceitual para avaliação da intenção de adoção de uma nova tecnologia, integrando relações de endosso nas mídias sociais aos efeitos moduladores que o Narcisismo Social (narcisismo nas mídias sociais) podem causar sobre a dimensão afetiva uma vez que o consumo em si não seja uma necessidade fim, mas sim um meio para se auto afirmar. Surveys online com consumidores de serviço de telefonia móvel foram analisados através de equações estruturais afim de se testar se as hipóteses criadas através de indícios de relações observados na revisão da literatura foram ou não confirmadas.
Current generations (Y, Z, Me...) are known as the Silent Generation because they make extensive use of mechanisms of social media and messaging (SMS and more recently Whatsapp) rather than voice services. Such generations, which begin to be responsible for much of the consumer market, feel more comfortable with the message exchange instead of direct relations that normally occur in services commercialization and post-sales support, facilitating the expansion self-service solutions for this public. In this perspective, it is interesting to understand how these new consumers behave in social media and the relationships and issues that lead them to adopt new technologies and consume new products and services that can bring significant implications for the evolution of both academic theory and for managers. In the present study we propose a conceptual model to evaluate the intention to adopt a new technology, integrating the social relations of endorsement to the modulatory effects that social media Narcissism (Narcissism in social media) may have on the affective dimension since consumption itself is not an end but rather a means to assert themselves. Online surveys with mobile phone service consumers were analyzed through structures equation modeling in order to test if the hypotheses created by evidence of the relationships observed in the literature review were confirmed or not.
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Reinhold, Olaf, Christoph Stempin, and Rainer Alt. "Fallstudie Spreadshirt - Social CRM als Bindeglied zwischen Community-Management und kundenindividueller Fertigung." Universität Leipzig, 2013. https://ul.qucosa.de/id/qucosa%3A15608.

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Der Forschungsbericht stellt anhand einer Fallstudie mit dem Unternehmen Spreadshirt die Einsatzmöglichkeiten von Social CRM vor. Es werden die genutzten Social Media, unterstützten CRM Prozesse und eingesetzten Technologien vorgestellt und aus der Perspektive des integrierten Social CRM vorgestellt.:Inhaltsverzeichnis III Abbildungsverzeichnis V Tabellenverzeichnis VI Abkürzungsverzeichnis VII 1 Einleitung 3 1.1 Hintergrund der Fallstudie 3 1.2 Zielstellung 3 1.3 Methodik 4 1.4 Danksagung 5 2 Ausgangslage 6 2.1 Unternehmen 6 2.2 Geschäftsmodell 6 2.3 Bedeutung des Social CRM 8 3 Rolle von Social Media im Unternehmen 9 3.1 Grundprinzipien im Einsatz von Social Media 9 3.2 Aufgaben und Verwendung der wichtigsten Social Media 9 3.2.1 Interne Social Media 9 3.2.2 Unternehmenseigene Social Media 10 3.2.3 Freie Social Media 11 3.2.4 Restricted Social Media 11 3.3 Rolle und Bedeutung von Postings 12 3.4 Erfahrungen im Einsatz von Social Media 12 3.5 Zukünftige Herausforderungen 13 4 Organisation und Nutzung von Social CRM 14 4.1 Einbettung in die Organisation 14 4.1.1 Unterstützung durch eine zentrale Social Media-Abteilung 14 4.1.2 Zusammenarbeit und Abstimmung mit anderen Abteilungen 14 4.1.3 Verhältnis zu anderen Kommunikationskanälen 14 4.2 Nutzung von Social Media in CRM-Prozessen 15 4.2.1 Marketing 15 4.2.1.1 Kampagnenmanagement 15 4.2.1.2 Produkt- und Innovationsmanagement 15 4.2.1.3 Markenmanagement 15 4.2.2 Vertrieb 16 4.2.2.1 E-Commerce-Shop 16 4.2.2.2 Facebook-Shop 17   4.2.3 Service 17 4.2.3.1 Produkt- und Serviceanfragen 17 4.2.3.2 Servicemanagement 18 4.2.3.3 Community Support 19 4.3 Zukünftige Herausforderungen 19 5 Softwareunterstützung 21 5.1 Infrastrukturüberblick 21 5.2 Infrastruktur in Social CRM-Prozessen 21 5.3 Zukünftige Herausforderungen 21 6 Zusammenfassung 23 6.1 Einordnung von Social CRM bei Spreadshirt 23 6.1.1 Social CRM bei Spreadshirt 23 6.1.2 Charakteristika des Social CRM-Ansatzes 23 6.1.3 Handlungsbedarf im Social CRM 24 6.2 Prozesse und Gestaltungsbereiche 25 6.2.1 Unterstützung von CRM-Prozessen 25 6.2.2 Unterstützung der Social CRM-Gestaltungsbereiche 26 6.2.3 Interne Social CRM-Dienstleistungen 26 6.3 Ausblick 27 7 Fazit 28 Literaturverzeichnis 29
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Reinhold, Olaf, Christoph Stempin, and Rainer Alt. "Fallstudie Spreadshirt - Social CRM als Bindeglied zwischen Community-Management und kundenindividueller Fertigung." Universitätsbibliothek Leipzig, 2017. http://nbn-resolving.de/urn:nbn:de:bsz:15-qucosa-224175.

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Der Forschungsbericht stellt anhand einer Fallstudie mit dem Unternehmen Spreadshirt die Einsatzmöglichkeiten von Social CRM vor. Es werden die genutzten Social Media, unterstützten CRM Prozesse und eingesetzten Technologien vorgestellt und aus der Perspektive des integrierten Social CRM vorgestellt.
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Perin, Luca <1987&gt. "Il Social CRM: l’utilizzo di strumenti social come estensione del CRM aziendale. Strategia e scenari nel settore arredo." Master's Degree Thesis, Università Ca' Foscari Venezia, 2013. http://hdl.handle.net/10579/2634.

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Oggigiorno i consumatori di tutte le fasce d’età interagiscono in qualunque modo, luogo e tempo, attraverso una moltitudine di canali che la rete Internet mette a loro disposizione. I social media sono il luogo dove avvengono queste conversazioni. I social media non solo diventano così strumento di comunicazione innovativa ma contribuiscono a stabilire attraversi l'ascolto una  relazione  attiva  1:1 con i consumatori. La pubblicità tradizionale e l’utilizzo dei diversi social media e altri strumenti web 2.0 consentono alle aziende di realizzare interazioni, che possono essere gestite, attraverso la combinazione di social media e Customer Relationship Management: questa combinazione tra social media e CRM è configurato ed identificato con il termine di Social CRM (SCRM). La tesi sviluppa il tema del Social CRM e illustra un’indagine sullo sviluppo del SCRM nel settore arredo illustrando qualche strategia.
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Books on the topic "Social CRM"

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Greenberg, Paul. CRM at the speed of light: Social CRM strategies, tools, and techniques for engaging your customers. 4th ed. New York: McGraw-Hill, 2010.

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CRM at the speed of light: Social CRM strategies, tools, and techniques for engaging your customers. 4th ed. New York: McGraw-Hill, 2010.

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Greenberg, Paul. CRM at the speed of light: Social CRM strategies, tools, and techniques for engaging your customers. 4th ed. San Francisco, Calif: McGraw-Hill, 2009.

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Metz, Adam. The social customer: How brands can use social CRM to acquire, monetize, and retain fans, friends, and followers. New York: McGraw-Hill, 2011.

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Citizen relationship management: A study of CRM in government. Frankfurt am Main: Lang, 2008.

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Social CRM: High-impact strategies - what you need to know ; Definitions, Adoptions, Impact, Benefits, Maturity, Vendors. Milton Keynes, UK: Lightning Source, 2011.

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1963-, Haan Ido de, Duyvendak Jan Willem, and Van Bottenburg Maarten 1962-, eds. In het hart van de verzorgingsstaat: Het Ministerie van Maatschappelijk Werk en zijn opvolgers (CRM, WVC, VWS), 1952-2002. Zutphen: Walburg Pers, 2002.

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Santos, Deribaldo. Os cem anos do CEFET--CE: Compromisso social, desenvolvimento tecnológico e aproximação com o mercado. Fortaleza, CE: EdUECE, 2007.

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Santos, Deribaldo. Os cem anos do CEFET--CE: Compromisso social, desenvolvimento tecnológico e aproximação com o mercado. Fortaleza, CE: EdUECE, 2007.

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Rader, Michael, Bernd Wingert, and Ulrich Riehm, eds. Social Science Research on CAD/CAM. Heidelberg: Physica-Verlag HD, 1988. http://dx.doi.org/10.1007/978-3-642-52380-9.

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Book chapters on the topic "Social CRM"

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Schmitz, Uwe. "Social-CRM-Systeme." In Grundkurs Electronic Business, 193–200. Wiesbaden: Springer Fachmedien Wiesbaden, 2020. http://dx.doi.org/10.1007/978-3-658-29442-7_19.

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Alt, Rainer, and Olaf Reinhold. "Social CRM-Anwendungsbeispiele." In Social Customer Relationship Management, 17–55. Berlin, Heidelberg: Springer Berlin Heidelberg, 2016. http://dx.doi.org/10.1007/978-3-662-52790-0_2.

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Alt, Rainer, and Olaf Reinhold. "Social CRM-Anwendungssysteme." In Social Customer Relationship Management, 57–83. Berlin, Heidelberg: Springer Berlin Heidelberg, 2016. http://dx.doi.org/10.1007/978-3-662-52790-0_3.

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Alt, Rainer, and Olaf Reinhold. "Social CRM-Gestaltungsbereiche." In Social Customer Relationship Management, 85–101. Berlin, Heidelberg: Springer Berlin Heidelberg, 2016. http://dx.doi.org/10.1007/978-3-662-52790-0_4.

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Pavlíček, Antonín, and Petr Doucek. "Social Media and Social CRM." In Lecture Notes in Business Information Processing, 77–87. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-49944-4_6.

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Kumar, V., and Werner Reinartz. "CRM in Social Media." In Springer Texts in Business and Economics, 311–26. Berlin, Heidelberg: Springer Berlin Heidelberg, 2018. http://dx.doi.org/10.1007/978-3-662-55381-7_15.

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Row, Ajay. "The Future of Social CRM." In Social Media Marketing, 137–42. Singapore: Springer Singapore, 2018. http://dx.doi.org/10.1007/978-981-10-5323-8_10.

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Turban, Efraim, Judy Strauss, and Linda Lai. "Social Customer Service and CRM." In Springer Texts in Business and Economics, 155–78. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-17028-2_7.

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Alt, Rainer, and Olaf Reinhold. "Social CRM: Four Case Studies." In Management for Professionals, 21–55. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-23343-3_2.

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Alt, Rainer, and Olaf Reinhold. "Social CRM: Tools and Functionalities." In Management for Professionals, 57–80. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-23343-3_3.

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Conference papers on the topic "Social CRM"

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Marques, Margarida Almeida, and Carlos J. Costa. "Social CRM analytics." In 2018 13th Iberian Conference on Information Systems and Technologies (CISTI). IEEE, 2018. http://dx.doi.org/10.23919/cisti.2018.8399188.

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Karna, Nyoman, Iping Supriana, and Ulfa Maulidevi. "Social CRM using web mining." In 2014 International Conference on Information Technology Systems and Innovation (ICITSI). IEEE, 2014. http://dx.doi.org/10.1109/icitsi.2014.7048275.

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Ajmera, Jitendra, Hyung-iL Ahn, Meena Nagarajan, Ashish Verma, Danish Contractor, Stephen Dill, and Matthew Denesuk. "A CRM system for social media." In the 22nd international conference. New York, New York, USA: ACM Press, 2013. http://dx.doi.org/10.1145/2488388.2488394.

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Sharma, Dushyant Kumar. "A social network perspective by CRM." In 2011 IEEE International Conference on Granular Computing (GrC-2011). IEEE, 2011. http://dx.doi.org/10.1109/grc.2011.6122621.

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Gajić, Jelena, Radmila Živković, Jelena Stanković, and Ivana Brdar. "Social CRM in the airline industry." In Sitcon 2016. Belgrade, Serbia: Singidunum University, 2016. http://dx.doi.org/10.15308/sitcon-2016-87-91.

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Sambronska, Kristina. "IT SYSTEMS IN CRM AND E � CRM USING IN HOTELS INDUSTRY." In 6th SWS International Scientific Conference on Social Sciences ISCSS 2019. STEF92 Technology, 2019. http://dx.doi.org/10.5593/sws.iscss.2019.2/s04.025.

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Ennaji, Fatima Zohra, Abdelaziz El Fazziki, Mohamed Sadgal, and Djamal Benslimane. "Social intelligence framework: Extracting and analyzing opinions for social CRM." In 2015 IEEE/ACS 12th International Conference of Computer Systems and Applications (AICCSA). IEEE, 2015. http://dx.doi.org/10.1109/aiccsa.2015.7507229.

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Guillaume, Nicolas. "Next Generation Mail: Toward a Personal Social CRM." In 2011 IEEE/WIC/ACM International Joint Conferences on Web Intelligence (WI) and Intelligent Agent Technologies (IAT). IEEE, 2011. http://dx.doi.org/10.1109/wi-iat.2011.87.

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Griesser, Simone E., and Neha Gupta. "Triangulated Sentiment Analysis of Tweets for Social CRM." In 2019 6th Swiss Conference on Data Science (SDS). IEEE, 2019. http://dx.doi.org/10.1109/sds.2019.000-4.

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Ibrahim, Ali, Ermatita, Saparudin, and Zefta Adetya. "Analysis of weakness of data validation from social CRM." In 2017 International Conference on Data and Software Engineering (ICoDSE). IEEE, 2017. http://dx.doi.org/10.1109/icodse.2017.8285849.

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Reports on the topic "Social CRM"

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Lees, Matthew. Lithium Social CRM Suite. Boston, MA: Patricia Seybold Group, November 2009. http://dx.doi.org/10.1571/pr11-19-09cc.

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Lees, Matthew. Executive Summary: Lithium Social CRM Suite. Boston, MA: Patricia Seybold Group, December 2009. http://dx.doi.org/10.1571/es12-17-09cc.

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Hou, Jenny Zhengye, Amanda Lotz, Greg Hearn, and Kelly Lewis. Social Media: The Real Impact on Food Waste Reduction Beyond the Swipe or the Click. Queensland University of Technology and Fight Food Waste CRC, NSW Environment Protection Authority, March 2022. http://dx.doi.org/10.5204/rep.eprints.228653.

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This Summary Report presents key insights from a 2020-2021 research project addressing the challenge of evaluating the multifaceted impact of social media communication and/or campaigns as interventions for changing domestic food waste behaviour. It was funded by the Fight Food Waste Cooperative Research Centre (CRC) and NSW Environment Protection Authority.
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Ye, Binglin, Shuling Li, Fengqi Sun, Youfu Fan, Weiguo Chen, and Xiangfu Wang. Effect of full-endoscopic cervical laminectomy and decompression versus anterior cervical decompression with fusion in the treatment of patients with cervical spondylotic myelopathy: A protocol for systematic review and meta-analysis. INPLASY - International Platform of Registered Systematic Review and Meta-analysis Protocols, August 2021. http://dx.doi.org/10.37766/inplasy2021.8.0034.

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Review question / Objective: This systematic review aims to comprehensively assess the efficacy and safety of full-endoscopic cervical laminectomy and decompression versus anterior cervical decompression with fusion in treating cervical spondylotic myelopathy (CSM) patients. Condition being studied: Cervical spondylotic myelopathy (CSM) is a degenerative disease associated with cervical cord compression, which has increased significant health-related social costs and derived disabilities. Anterior cervical discectomy and fusion (ACDF) is the "gold standard" for the treatment of CSM. However, the application of ACDF may cause some complications. Recently, full-endoscopic cervical laminectomy and decompression have shown potential therapeutic effects for CSM. However, no systematic review or meta-analysis has focused on the effects of full-endoscopic cervical laminectomy and decompression in the treatment of CSM. This systematic review aims to comprehensively assess the efficacy and safety of full-endoscopic cervical laminectomy and decompression versus anterior cervical decompression with fusion in treating CSM patients.
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Magalhães Eloy, Claudia, Felipe de Jesús Ruiz Hernández, Jorge Armando Guerrero Espinosa, Juan José Cervantes Bautista, Luis Ignacio Joaquín Torcida Amero, and Renato Nardoni. Habitação de interesse social no Brasil: propostas para melhorias ao sistema de financiamento habitacional. Edited by María Paloma Silva de Anzorena and Clémentine Tribouillard. Inter-American Development Bank, September 2021. http://dx.doi.org/10.18235/0003666.

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A publicação integra o conjunto de temas de política habitacional, objeto da Cooperação Técnica ProMorar, firmada entre o BID a SNH, vinculada ao Ministério do Desenvolvimento Regional (MDR). Este caderno se debruça sobre o tema do financiamento, central nas modelagens de política habitacional posto que fundamental para viabilizar a produção e a aquisição de moradias. O foco recai sobre o atendimento aos segmentos de renda baixa e moderada, aqueles que compoem, majoritariamente, o déficit habitacional e a demanda que se constitui a cada ano e que enfrentam maiores dificuldades para acessar o crédito. O objetivo geral é contribuir para o desenvolvimento de um mercado de crédito robusto, dinâmico e sustentável no Brasil, que permita alavancar a renda das famílias com capacidade adequada e regular de pagamento, possibilitando focar subsídios e estratégias governamentais para imprimir maior eficiência e cobertura no uso dos limitados recursos públicos.
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Rosato-Scott, Claire, Dani J. Barrington, Amita Bhakta, Sarah J. House, Islay Mactaggart, and Jane Wilbur. Como falar sobre incontinência: Uma lista de controlo. The Sanitation Learning Hub, Institute of Development Studies, October 2020. http://dx.doi.org/10.19088/slh.2020.009.

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Incontinência é o termo médico usado para descrever as perdas involuntárias de urina ou de fezes. Mulheres, homens, raparigas, rapazes e pessoas de todos os sexos e em qualquer idade podem ter incontinência. Uma pessoa com incontinência pode ter perdas de urina ou de fezes esporádicas, regulares ou constantes; e essas perdas podem dar-se a qualquer hora, dia ou noite. Uma pessoa também pode ter perdas de matéria fecal ou urinária por não conseguir chegar a tempo à casa de banho ou por não querer usar as instalações sanitárias disponíveis. Chama-se a esse tipo de incontinência «incontinência social» ou «funcional». Em muitos Países de Baixo e Médio Rendimento (PBMR), o conhecimento da incontinência está ainda na sua fase inicial: o termo «incontinência» pode ser desconhecido, o conhecimento deste estado clínico é raro e há falta de apoio. As pessoas que têm incontinência podem ser estigmatizadas por causa disso, o que pode afectar a sua vontade ou confiança para falar sobre esta questão. É preciso compreender melhor a incontinência nos PBMR e qual a melhor forma de apoiar as pessoas que vivem com ela, para melhorar a sua qualidade de vida. Isto exige conversar com indivíduos que têm incontinência e com quem cuida deles: essas pessoas têm a experiência concreta do que significa viver com a incontinência do ponto de vista prático, emocional e social, para elas próprias e para as suas famílias. A incontinência pode ter uma série de impactos sobre as pessoas que vivem com ela e sobre os seus cuidadores. Estes impactos são o aumento do stress e da angústia; maior necessidade de água e sabão; e pouca capacidade de participar em actividades comunitárias, escolares ou laborais. Viver com incontinência também pode levar a uma série de questões de protecção. Os desafios que as pessoas podem enfrentam são bastante diversos e podem variar de pessoa para pessoa e de lar para lar. A lista de controlo que se segue e as respectivas referências às páginas de “Precisamos de falar sobre incontinência” podem ser usadas para aumentar os seus conhecimentos sobre incontinência e sobre as opções disponíveis para apoiar as pessoas que vivem com ela, e dar orientações sobre como ter conversas para compreender a melhor maneira de apoiar as pessoas que vivem com incontinência na sua zona.
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Martin, Matthew, Max Lawson, Nabil Abdo, David Waddock, and Jo Walker. Fighting Inequality in the time of COVID-19: The Commitment to Reducing Inequality Index 2020. Development Finance International, Oxfam, October 2020. http://dx.doi.org/10.21201/2020.6515.

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The coronavirus pandemic has swept across a world unprepared to fight it, because countries had failed to choose policies to fight inequality. Only one in six countries assessed for the CRI Index 2020 were spending enough on health, only a third of the global workforce had adequate social protection, and in more than 100 countries at least one in three workers had no labour protection such as sick pay. As a result, many have faced death and destitution, and inequality is increasing dramatically. This third edition of the CRI Index report recommends that all governments adopt strong anti-inequality policies on public services, tax and labour rights, to radically reduce the gap between rich and poor. The international community must support them with Special Drawing Rights, debt relief and global solidarity taxes. See also the CRI Index website at www.inequalityindex.org
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Lafuente, Mariano, Rafael Leite, Miguel Porrúa, and Pablo Valenti. Transformação digital dos governos brasileiros: Tendências na transformação digital em governos estaduais e no Distrito Federal do Brasil. Inter-American Development Bank, January 2021. http://dx.doi.org/10.18235/0003009.

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Nos últimos anos, o Brasil deu um salto na agenda de transformação digital dos serviços públicos, recebendo o reconhecimento de organizações internacionais como a ONU e a OCDE. No entanto, o modelo federativo do país assegurou aos governos estaduais as principais competências de atenção direta à cidadania. Em que pese essa constatação, são escassas as informações sobre o funcionamento das políticas de governo digital em nível subnacional no país. No entanto, com o advento da pandemia de COVID-19 e a introdução das políticas de distanciamento social, a digitalização dos serviços públicos tornou-se uma agenda emergencial em todos os níveis de governo, e as disparidades de capacidade entre as administrações para enfrentar este momento de crise tornaram-se evidentes. É nesse contexto que surge a necessidade traçar um diagnóstico comparado sobre o nível de desenvolvimento da agenda de transformação digital dos serviços públicos em nível estadual no país, objetivo do presente documento, elaborado com base em uma pesquisa feita pelo BID entre os meses de agosto e setembro de 2020 em parceria com GTD.GOV e com a participação de autoridades dos governos estaduais e do Distrito Federal brasileiro.
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Walker, Jo, Matthew Martin, Emma Seery, Nabil Abdo, Anthony Kamande, and Max Lawson. The Commitment to Reducing Inequality Index 2022. Development Finance International, Oxfam, October 2022. http://dx.doi.org/10.21201/2022.9325.

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The 2022 Commitment to Reducing Inequality (CRI) Index is the first detailed analysis published looking at governments’ policies and actions to fight inequality during the first two years of the pandemic. This fourth edition of the CRI Index reviews the spending, tax and labour policies and actions of 161 governments during 2020–2022. COVID-19 has increased inequality worldwide, as the poorest people were hit hardest by both the disease and its profound economic impacts. Yet the CRI 2022 Index shows clearly that most of the world’s governments failed to mitigate this dangerous rise in inequality. Despite the biggest global health emergency in a century, half of low-and lower-middle-income countries saw the share of health spending fall during the pandemic, half of the countries tracked by the CRI Index cut the share of social protection spending, 70% cut the share of education spending, while two-thirds of countries failed to increase their minimum wage in line with gross domestic product (GDP). Ninety-five percent of countries failed to increase taxation of the richest people and corporations. At the same time, a small group of governments from across the world bucked this trend, taking clear actions to combat inequality, putting the rest of the world to shame. See also the CRI Index website: www.inequalityindex.org
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McQueenie, Jock, Marcus Foth, Warwick Powell, and Greg Hearn. BeefLegends: Connecting the Dots between Community, Culture and Commerce. Queensland University of Technology, 2021. http://dx.doi.org/10.5204/rep.eprints.213769.

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This report highlights the role of the 3Cs – Community, Culture, Commerce, a project design methodology for customising social, business, research project partnerships. 3C is a leader in the intermediation and brokerage of mutually beneficial design. From 2018 – 2021, 3C was deployed as part of a collaborative research study between BeefLedger Ltd and QUT, co-funded by the Food Agility CRC. 3C created the community engagement component of that initiative, entitled Beeflegends; it is presented here as a case study. Here we describe how the 3C process contributes to social and digital inclusion in regional communities and can create new modes of engagement between those communities and regional industry.
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