Bibliografías temáticas / Social Customer Relationship Management (SCRM)

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Literatura académica sobre el tema "Social Customer Relationship Management (SCRM)"

Autor: Grafiati
Publicado: 3 de julio de 2021
Última modificación: 14 de febrero de 2022

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Artículos de revistas sobre el tema "Social Customer Relationship Management (SCRM)"

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Preckel, Alexander y Peter Weber. "Social Customer Relationship Management (SCRM)". Business + Innovation 2, n.º 3 (marzo de 2011): 45–53. http://dx.doi.org/10.1365/s35789-011-0027-y.

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Kantorová, Kateřina y Pavel Bachmann. "Social Customer Relationship Management and Organizational Characteristics". Information 9, n.º 12 (2 de diciembre de 2018): 306. http://dx.doi.org/10.3390/info9120306.

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Social customer relationship management (SCRM) is a new philosophy influencing the relationship between customer and organization where the customer gets the opportunity to control the relationship through social media. This paper aims to identify (a) the current level of SCRM and (b) the influence of basic organizational characteristics on the SCRM level. The data were gathered through a questionnaire distributed to 362 organizations headquartered in the Czech Republic. The questionnaire comprised 54 questions focusing on the significance of marketing and CRM practices, establishing a relationship with the customer, online communities, the use of social media in marketing, and acquiring and managing information. Scalable questions with a typical five-level Likert scale were applied in the questionnaire. The results show that larger firms more often set up their own online communities and manage them strategically; moreover, they are able to manage information better. Contrariwise, small-sized organizations use social networks as a way to establish communication with the customer more than large-sized entities. The use of social media for marketing purposes is significantly higher in organizations oriented to consumer markets than in those oriented to business markets.
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Prasetyaningrum, Putri Taqwa, Irya Wisnubhadra y Suyoto Suyoto. "SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT SEBAGAI STRATEGI BISNIS PADA BANK (STUDI KASUS DI BANK BPD DIY)". Telematika 13, n.º 1 (4 de enero de 2016): 52. http://dx.doi.org/10.31315/telematika.v13i1.1721.

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Social CRM is designed to engage the customer in a collaborative conversation in order toprovide mutually beneficial value. BPD DIY main branch office located in the middle of the cityhas a growing number of borrowers from 2013 until 2014 a number of 4.3% and there is areduction in the number of accounts under 1%. Therefore the Bank BPD DIY are required togive priority to the quality of service on the client. Inthis study, SCRM application made for theusers, in this case to improve relationships and quality of service on customer serviceone customer complaints against Banks in a timely, accurate and effective. The method used isthe method of software development methodologies thatmany developed waterfall. Thisresearch resulted in SCRM system to establish relationship with customer throughpemanfaatan web 2.0 technologies and introduces different approaches in establishingrelationships with customer relations especially in regarding the complaint of the customerthrough the social web in order to improve the quality of service to customers andretain existing clients as well as making one of the SCRM applications to support the businessstrategy of the company. Based on the results of development on SCRM on BPD DIY,softwarehas been successfully developed in accordance with predetermined functionality
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Păvăloaia, Vasile-Daniel, Elena-Mădălina Teodor, Doina Fotache y Magdalena Danileţ. "Opinion Mining on Social Media Data: Sentiment Analysis of User Preferences". Sustainability 11, n.º 16 (17 de agosto de 2019): 4459. http://dx.doi.org/10.3390/su11164459.

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Any brand’s presence on social networks has a significant impact on emotional reactions of its users to different types of posts on social media (SM). If a company understands the preferred types of posts (photo or video) of its customers, based on their reactions, it could make use of these preferences in designing its future communication strategy. The study examines how the use of SM technology and customer-centric management systems could contribute to sustainable business development of companies by means of social customer relationship management (sCRM). The two companies included in the study provide a general consumer good in the beverage industry. As such, it may be said that users interacting with the posts these companies make on their official channels are in fact customers or potential customers. The study aims to analyze customer reaction to two types of posts (photos or videos) on six social networks: Facebook, Twitter, Instagram, Pinterest, Google+ and Youtube. It brings evidence on the differences and similarities between the SM customer behaviors of two highly competitive brands in the beverage industry. Drawing on current literature on SM, sCRM and marketing, the output of this study is the conceptualization and measurement of a brand’s SM ability to understand customer preferences for different types of posts by using various statistical tools and the sentiment analysis (SA) technique applied to big sets of data.
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Singh, Anurag. "Drive Customer Experience for Relationship Management through Actionable Social CRM". International Journal of Customer Relationship Marketing and Management 6, n.º 4 (octubre de 2015): 57–76. http://dx.doi.org/10.4018/ijcrmm.2015100104.

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Social CRM is gradually stirring into the conventional business strategies in spite of much hue and cry for unsecured process and stepping. Seeing people networked for the sustainable advantages of the companies, they are now being enabled by web 2.0 technologies. Web 2.0 technology is a hopeful breakthrough to modernize the CRM. In the process and implementation of the strategy, few of corporate giants have already jumped into the social CRM, and few are in the process of comprehension and the adoption. This paper aims to portray the process of social media in monitoring and fostering the relationship. The study talks about the detailed functioning of social CRM after having the investigation of the present famous social CRM process. Further an initiative is taken to explore the social CRM practices in Indian industries and to explain other functions of SCRM through cases, for capability building and healthy management.
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Yohandy, Daniel Hadrian y Gilbert Gutabaga Hungilo. "SCRM Analysis of PT. SupermarketBangunan with a Balanced Scorecard Approach". Indonesian Journal of Information Systems 3, n.º 2 (18 de febrero de 2021): 105. http://dx.doi.org/10.24002/ijis.v3i2.4204.

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The use of social media is increasingly varied and full of innovation along with the development of information technology. Initially it was intended as a means of communicating in the digital world and socializing with other people without being limited by distance and time, but now it is starting to have value in the business world. The earliest known and used examples are usage for promotions, advertisements, and info about new services. However, as companies become aware of the value of social relationships with customers, social media is again taking part for companies to maintain relationships with their customers. For business purposes, risk is a problem that must be minimized and even avoided. The application of social media in business is still risky and a standard assessment is needed to assess whether the return value that will be obtained is worth it or not. Therefore, this research uses a case study of a building materials PT in implementing Social Customer Relationship Management in business processes and assesses it using the standards of the Balanced Scorecard.
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Alisya Putri Rabbani, Andry Alamsyah y Sri Widiyanesti. "ANALISA INTERAKSI USER DI MEDIA SOSIAL MENGENAI INDUSTRI FINTECH MENGGUNAKAN SOCIAL NETWORK ANALYSIS (STUDI KASUS: GOPAY, OVO DAN LINKAJA)". Jurnal Mitra Manajemen 4, n.º 3 (26 de marzo de 2020): 341–51. http://dx.doi.org/10.52160/ejmm.v4i3.352.

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Financial technology (Fintech) mengalami pertumbuhan yang cukup pesat sejak awal kehadirannya di Indonesia. Fintech merupakan industri jasa finansial yang memanfaatkan teknologi sehingga memungkinkan penggunanya melakukan berbagai transaksi keuangan secara digital. Saat ini banyak fintech baru yang bermunculan di Indonesia, sehingga dibutuhkan strategi yg tepat untuk bisa bersaing dgn kompetitor. Analisis interaksi pengguna media sosial, biasa disebut dengan Electronic Word of Mouth (EWOM) dapat memberikan informasi yang dapat mendukung berbagai keputusan bisnis, salah satunya adalah terkait customer engagement. Tujuan dari penelitian ini adalah mengidentifikasi customer engagement yang terbentuk dari hasil implementasi Social Customer Relationship Management (SCRM) yang dilakukan oleh perusahaan. Data yang digunakan dalam penelitian ini adalah data sekunder yang merupakan data tweets berisi interaksi pengguna twitter mengenai 3 fintech di Indonesia yaitu GoPay, OVO, dan LinkAja. Analisis data dilakukan peneliti mengunakan metode social network analysis dengan menghitung properti jaringan dari ketiga objek penelitian. Hasil menunjukkan bahwa LinkAja mebentuk customer engagement lebih optimal lewat implementasi SCRM yang dilakukan perusahaan.
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Galib, Mohammad Hasan, Khalid Ait Hammou y Jennifer Steiger. "Predicting Consumer Behavior: An Extension of Technology Acceptance Model". International Journal of Marketing Studies 10, n.º 3 (22 de agosto de 2018): 73. http://dx.doi.org/10.5539/ijms.v10n3p73.

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The purpose of this study is to examine the predictive power of the technology acceptance model (TAM) on customer’s intention to participate in the social customer relationship management (sCRM) program. Three additional constructs, perceived risk, user satisfaction, and perceived enjoyment were added to the original TAM. The collected data (n=264) were subject to statistical analysis of structural equation modeling, exploratory and confirmatory factor analysis. The study reveals that TAM by itself is not a robust model to predict customer’s intention to participate in the sCRM program. Among the original constructs of TAM, attitude is the only determinant of intention. The impact of perceived usefulness and perceived ease of use was not significant on intention. Among the extended variables, perceived risk is the only variable that significantly influenced intention; perceived enjoyment and user satisfaction did not have any impact on intention. By applying the TAM to the sCRM, this study extends the overall body of the theoretical knowledge surrounding technology acceptance.
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Diniyati, Della, Agung Triayudi y Ira Diana Sholihati. "Analisa Interaksi Pengguna Media Sosial Perusahaan Sekuritas di Indonesia Saat Covid-19 menggunakan Social Network Analysis (Studi Kasus: Indopremier dan Bursa Efek Indonesia)". Jurnal JTIK (Jurnal Teknologi Informasi dan Komunikasi) 4, n.º 2 (6 de diciembre de 2020): 72. http://dx.doi.org/10.35870/jtik.v5i1.166.

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The development of information technology, especially social media users, is increasing. Many securities companies make use of technology so that users can make various transactions and search for information digitally. This can be used in online marketing strategies and information dissemination, one of which is Twitter. Users can disclose known information and this information is User Generated Content (UGC), which is the track record left behind. Twitter user interaction analysis can provide information that supports various business decisions, such as customer engagement. This research takes advantage of the Covid-19 phenomenon in which the stock market has experienced a global downturn. The purpose of this study is to determine the level of awareness and identify customer engagement from the results of the implementation of Social Customer Relationship Management (SCRM) by the company. This study uses the Social Network Analysis (SNA) method, with secondary data in the form of tweets of Twitter user interactions regarding 2 securities companies, IndoPremier, and the Indonesia Stock Exchange. The result is that IndoPremier is a securities company that is superior in informing optimal customer engagement through the implementation of SCRM.Keywords:Social Network Analysis, User Generated Content, Social Customer Relationship Management, COVID-19.
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Lak, Behzad y Jalal Rezaeenour. "Effective Factors of Social Customer Knowledge Management (SCKM) in Organisations: Study of Electronic Service Providers in Iran". Journal of Information & Knowledge Management 16, n.º 02 (25 de abril de 2017): 1750014. http://dx.doi.org/10.1142/s0219649217500149.

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Nowadays, appropriate management strategies and competitive advantage for most organisations need developing an integrative architecture based on customers’ knowledge. One of the most important parts of this architecture is the process of Electronic Customer Relationship Management (ECRM) through social media. This study, shows these four interactions, including ECRM systems, types of customer knowledge, Knowledge Creation Processes and Social Media. In other words, this research examines the effective factors on SCKM framework due to concepts of KM, Knowledge (for/from/about) customer, Customer Knowledge Management (CKM), ECRM and Social Media. This research uses a combination of qualitative and quantitative approaches. First, the conceptual framework has been developed based on the grounded theory method. Then, the extracted model has been examined and confirmed by Structural Equation Modelling (SEM) and Confirmatory Factor Analysis. So, effective factors of Social Customer Knowledge Management (SCKM) among Iranian electronic service providers have been presented. They include effective parameters for determining the level of SCKM acceptance in six main dimensions: Causal Conditions (five effective factors), Phenomenon (one effective factor), Strategies (seven effective factors), Context (three effective factors), Concequences (two effective factors) and Intervening Conditions (four effective factors). The developed model can be used as a scientific, theoretical and fundamental framework for maturity assessment of organisations with the aim of establishing SCKM systems.
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Tesis sobre el tema "Social Customer Relationship Management (SCRM)"

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Holén, Olivia y 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 öka förståelsen för SCRM genomatt studera ett företags arbetssätt med SCRM för att skapa kundrelationer genom Facebook. Vivalde att utgå ifrån ICA Sverige. Studien svarar på frågorna, hur ICA Sverige använder sinFacebook-sida för att skapa kundengagemang, hur ICA Sverige hanterar den kundkritik somkommer in på deras Facebook-sida samt hur ICA Sverige tror att kundkritiken kan påverkaderas varumärke och image. Studien baseras på två semistrukturella intervjuer med CRMansvarigeoch webbredaktören inom ICA Sverige och är skriven på svenska. Eninnehållsanalys genomfördes även under två månader av ICA Sveriges officiella Facebooksida.Studien visade att ICA Sverige använder SCRM genom Facebook trots att de själva inteär medvetna om det. Denna upplysning kan bidra till att ICA Sverige i fortsättningen kan tadel av värdefulla SCRM-strategier som de idag kan ha gått miste om genom sin omedvetenhetom att de arbetar med SCRM. Studien bekräftar tidigare forskning gällande att SCRM än idagverkar vara ett delvis okänt begrepp. Studien har bidragit med en teoretisk analysmodell somföretag kan använda för att analysera SCRM.
Program: Civilekonomprogrammet
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Palm, Jennifer y 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 genom semistrukturerade intervjuer samt en mailintervju med respondenter som tillhör företag inom dagligvaruhandeln.      Resultat & slutsats: Studiens samtliga respondenter är överens om kundens centrala roll och betonar den framgång som sociala medier har bidragit med i skapandet samt hanteringen av kundrelationer. För att skapa dessa önskade kundrelationer används sociala medier som det kommunikationsverktyg där företagen kontinuerligt kommunicerar med sina kunder. Genom kundernas återkopplingar får företagen en ökad vetskap gällande hur relationer ska formas för att tillfredsställa kundens behov.      Examensarbetets bidrag: Det teoretiska bidraget för studien är den analysmodell som har utformats i syfte att minimera osäkerheten gällande företags implementering av SCRM. Vidare till det praktiska bidraget visar denna studie de positiva aspekter som finns vid implementeringen av SCRM och hoppas att företag inom dagligvaruhandeln kommer finna ett större intresse av SCRM då fördelarna med användningen överväger dess nackdelar.     Förslag till fortsatt forskning: Denna studie har ett empiriskt urval som består av respondenter från dagligvaruhandeln. Detta gör att resultatet för studien endast kan appliceras på företag som befinner sig inom liknande bransch. Vi finner därför att vidare forskning är intressant att genomföra för företag inom en annan specifik bransch i syfte att se hur dessa företag arbetar med sociala medier i koppling till kundrelationer     Nyckelord: Social Customer Relationship Management (SCRM), Sociala medier, Electronic-Word-Of-Mouth (eWOM) och Dagligvaruhandel
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Edlund, Paul y 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 to customer engagement. CRM, Customer Relationship Management, is a core business strategy that aims to strengthen customer relationships through co-creating value with the use of supporting technologies. Customer engagement is a measurement of a customer's involvement with a firm over time, with the end goal of customers becoming “fans” that advocate and generate word-of-mouth for the firm. This study investigates how companies utilize automated technologies in CRM-activities and if these technologies can help lead to customer engagement. The study aims to answer the following research question: How are automated technologies, more specifically chatbots, used in existing CRM strategies to further create customer engagement? The study conducted investigates these technologies within five companies that utilize chatbot-technologies from chatbot-providers. The chatbot-providers are also part of the study to get a more comprehensive view of the functionalities and purpose of these technologies. The contrasting view of companies and chatbot-providers is used to answer the sub-purposes of the thesis regarding how companies implement automated technologies. A qualitative study with interviews was conducted, along with secondary data from written documentary sources. The data were analyzed in a theoretical thematic analysis in which themes were developed from the theoretical framework. The findings of the study show that despite the potential of automated technologies, the most prominent use is for customer service operations. The potential for automated technologies in CRM is greater than what was found in the interviewed companies. The findings also demonstrate that automated technologies facilitate connection, interaction, and increases customer satisfaction, which can lead to customer engagement. The findings also show that there is a discrepancy in the views of companies who use chatbots in their business processes and the chatbot-providers that help implement them.
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Martinho, Raquel Alexandra MacDonald Alves. "Social media no sector bancário : estudo de caso no banco Santander Totta". Master's thesis, Instituto Superior de Economia e Gestão, 2015. http://hdl.handle.net/10400.5/10081.

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Mestrado em Ciências Empresariais
A eminência dos Social Media (SM) no sector bancário é um tema controverso, que tem vindo a ganhar relevância ao longo dos últimos anos, principalmente pela divisão de opiniões, entre aqueles que são os pioneiros na adopção dos SM e os mais conservadores. Ouvindo os clientes e identificando as suas necessidades, os bancos são capazes de desenhar novos produtos, melhorar os níveis dos serviços prestados e, simultaneamente, construir uma relação mais duradoura com os seus clientes. Este trabalho foi realizado com o propósito de compreender qual o contributo dos SM para a melhoria da gestão do relacionamento entre o cliente e o sector bancário, de que forma os SM são aplicados numa instituição bancária, como é que os SM podem melhorar a estratégia do negócio aplicado ao sector bancário e como os bancos aplicam a Gestão Social do Relacionamento com o Consumidor (CRMS). O método utilizado foi o estudo de caso único efectuado no Banco Santander Totta (BST). Os resultados demonstram que, apesar dos SM já serem utilizados no sector bancário, é necessária uma melhoria da monitorização dos SM que envolva várias áreas da organização e que se implemente a utilização do CRMS para alcançar a optimização da gestão do relacionamento com os clientes.
The rise of Social Media (SM) in the banking sector is a controversial topic that has become more relevant in the past few years, particularly due to a divergence of opinion, between those who are pioneers in the usage of SM and the more conservative. Listening to the clients and identifying their needs allows banks to design new products, to improve the level of customer service and, simultaneously, to build a longer relationship with their clients. The aim of this project was to understand how SM contributes to the improvement of the relationship between the client and the banking sector, in what way SM is used in a banking institution and how SM can improve the business strategy in the banking sector and finally, how banks use Social Customer Relationship Management (sCRM). The methodology applied was the case study at Banco Santander Totta (BST). The results show that even though SM is already used in the banking sector, an improvement is required in the monitoring of SM that include several areas, as well as, an establishment of usage of sCRM to optimize the relationship between the clients and their banking institution.
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Nabseth, Marie y 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 fallstudie som undersöker flera fall av CRM- implementationer med syfte att ställa dem mot varandra för en jämförelse. Empirin som studien bygger på har samlats in via flera intervjuer. Studien resulterar i ett antal definierade organisationella framgångsfaktorer och hinder som kan hjälpa både företag som implementerar ett CRM-system samt CRM-leverantör att utföra en lyckad implementation. Slutsatsen är därav att det finns ett flertal faktorer som påverkar resultatet av en CRM- implementation.
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Elfving, Jarl y 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 information with increased analytical capabilities could increase the number of decisions based on rationality. Firms need to increase internal cooperation between departments, and put an end to departments working as separate units.
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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
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, processos e tecnologia e apoiada pela teoria da Exploration-Exploitation (Ex-Ex) e pela teoria da ambidextria. O estudo utiliza um desenho multi-método qualitativo, com um estudo de caso múltiplo considerando dois casos e realizando uma análise comparativa qualitativa (usando fuzzy set Qualitative Comparative Analysis). Os dados primários foram obtidos através de entrevistas a informadores-chave de empresas fornecedoras de soluções de software e serviços de consultoria relacionados com os media sociais, e também a empresas clientes oriundas de diversos sectores. Os resultados do estudo mostram a dificuldade em alcançar a ambidextria e permitem a identificação de dois fatores-chave para o seu alcance – um baixo nível de adopção de plataformas de media sociais e uma pequena ou média dimensão da empresa. Do ponto de vista académico, as principais contribuições relacionam-se com a identificação das configurações de condições para que uma organização atinja a ambidextria. Além disso, os resultados mostram as restrições relacionadas com o alcance da ambidextria por organizações com presença nos media sociais aliada a uma estratégia de CRM social. Numa perspectiva de gestão, o estudo propõe um conjunto de acções para superar as limitações identificadas e o enquadramento de tais acções por forma a garantir um percurso relevante para a conquista da ambidextria.
Social networking sites (SNSs) and social media (SM) are part of the daily lives of more than half the population of the planet and they provide organizations with an inexhaustible source of data about consumer preferences, patterns, and social trends. A research gap was found that uncovers the opportunity to further explore the contributions of social customer relationship management (SCRM) to ambidexterity. This study addresses the use of SCRM as a tool to achieve ambidexterity, with an approach to SCRM based in people, processes and technology and supported by the theory of Exploration-Exploitation (Ex-Ex) and the theory of ambidexterity. The study uses a qualitative multi-method design, with a multiple-case study comprising two cases and performing a qualitative comparative analysis (using fuzzy set Qualitative Comparative Analysis). Primary data was obtained through interviews with key informants from companies providing software solutions and consultancy services related to SM, and also from clients originating from various companies in several industries. The results of the study show the difficulty in achieving ambidexterity and allow the identification of two key factors for its achievement – a low level of adoption of social media platforms and a small or medium size dimension for the company. From an academic point of view, the main contributions are related with the identification of the configurations conditions for an organization to achieve ambidexterity. Beside that, the results show the constraints related to the pursuit of ambidexterity by organizations with a presence in SM allied to a SCRM strategy. From a managerial point of view, the study proposes a set of actions to overcome the constraints identified and to frame such actions to ensure a significant path to the achievement of ambidexterity.
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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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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 clientes quando se conectam a uma marca/empresa nos SNSs, perceber as implicações do género, faixa etária e das diferentes plataformas nos objetivos pretendidos, assim como averiguar se a Web 2.0 e os SNSs, permitem ao cliente interagir, envolver-se e criar uma relação com a marca. A investigação assume assim uma abordagem quantitativa com recurso a uma amostragem não probabilística por conveniência, tendo sido utilizados para análise 262 questionários, de onde foi possível concluir que os principais objetivos dos clientes são obter informações gerais, apoiar a marca e ver testemunhos e experiências de outros clientes. Adicionalmente foi possível observar que os objetivos não diferem de acordo com a faixa etária do cliente, contudo, verificou-se que dependendo do SNS onde a marca/empresa está inserida, os objetivos de interação com esta diferem. Este estudo é trona-se assim num contributo importante na área do SCRM, do ponto de vista teórico e de gestão, na medida em que confere um conjunto de insights importantes sobre o tema.
Nowadays, the customer is an increasingly virtual customer, who no longer has a passive attitude towards the brands, they want connect, relates and engage with them. This change of paradigm introduces us the Social Customer Relationship Management (SCRM), presents itself as a customer relationship management (CRM) strategy which is focused on creating customer engagement in Web 2.0, more specifically in Social Networks Sites (SNSs). In this way, this research intends to investigate in the Portuguese context, what costumer want when they connect to a brand/company on SNSs, understanding the implications of gender, age, and different platforms in the intended goals, as well as find out whether the Web 2.0 and SNSs are spaces that allow the customer to interact, engage and build relationship whit the brand. The investigation assumes a quantitative approach through a non-probability sampling by convenience, it has been used to analyze 262 questionnaires, where it was concluded that the main customers goals, are get general information, support the brand and see witnesses and experiences of other customers. Additionally it was observed that the goals, do not differ according to the age of the customer, however it was found that depending the SNS where the brand/company is present, the interaction objectives change. The conclusions of the present study are a contribution to the existing theory in this area of SCRM and for the managers who use this strategy, giving them a number of important insights for defining the same.
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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
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). Com a evolução das tecnologias e da Web 2.0 começaram a haver mudanças no comportamento dos consumidores e na sua adopção a estas novas tecnologias tais como redes sociais, foruns, wikis, blogs, entre outros, tendo a Internet como base. Isto é importante, pois permite ás empresas juntar os seus dados sociais, ás informações já existentes nos seus sistemas de CRM, a isto chama-se CRM Social. Define-se como uma filosofia e uma estratégia de negócio, suportada por uma plataforma tecnológica, regras de negócio e caracteristicas sociais, desenhada de forma a empreender conversas colaborativas com os seus clientes (Greenberg, 2010). Neste estudo discute-se a adopção de uma instituição de ensino superior ao CRM Social. Para desenvolver este estudo foi efectuado um método de case study para perceber quais os grandes objectivos inerentes à sua adopção, e se estão de acordo com o estudado por (Greenberg, 2010).
In this study, we adopted the definition proposed by Choy, et al (2003) and Shaw (1999) where Customer Relationship Management is defined has the process which a company decides to invest in a strategy to maximize the information search about their customers in order to increase customer loyalty and to prolong their commercial relationship. Web 2.0 is the term generally used to describe the second generation from the World Wide Web and it is related to the phenomenon of interacting and sharing information online (Barsky & Purdon, 2006). With the evolution of technologies and the Web 2.0, there were changes in customer behavior and people?s adoption to these new technologies, such as social networks, forums, wikis, blogs and others having the internet as its base. This is important for companies to understand in order to add their social information to their CRM information, this is called Social CRM. It is defined as a philosophy and a business strategy, supported by technology platform, business rules, processes and social characteristics, designed to engage customers in collaborative conversations (Greenberg, 2010). This study discusses the adoption of a higher education institution to Social CRM. To develop this study, a case study method was adopted to investigate what were the main objectives behind this adoption and if they are aligned with the definitions studied by (Greenberg, 2010).
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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 with brick-and-mortar stores located in the Central, Tri-Cities, or Southside areas in Virginia. The data collection process included semistructured, on-site interviews of 4 SBE owners or managers and reviewing organizational documents and online postings from those 4 organizations. Using topic coding, the data were organized into nodes grounded in the context of TOE. The thematic analysis yielded 5 themes: social media engagement, price congruency, organizational knowledge benefit, customer satisfaction, and customer engagement. The study findings revealed that a significant strategy for SBEs operating in online markets was social CRM, an inexpensive and critical tool for CRM. Further, CRM tools such as social media required consistent monitoring and the devotion of financial and human resources to deliver constant customer engagement. The implication for social change includes the potential to improve the life cycle of SBEs in smaller communities, which improves community entrepreneurial and startup success. Entrepreneurship contributes to community vitality and economic prosperity by providing employment, skill development, and job training.
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Libros sobre el tema "Social Customer Relationship Management (SCRM)"

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Alt, Rainer y Olaf Reinhold. Social Customer Relationship Management. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-23343-3.

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Alt, Rainer y Olaf Reinhold. Social Customer Relationship Management. Berlin, Heidelberg: Springer Berlin Heidelberg, 2016. http://dx.doi.org/10.1007/978-3-662-52790-0.

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Strategic customer relationship management in the age of social media. Hershey, PA: Business Science Reference, An Imprint of IGI Global, 2015.

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Colomo-Palacios, Ricardo. Customer relationship management and the social and semantic web: Enabling cliens conexus. Hershey, PA: Business Science Reference, 2012.

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

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Alt, Rainer y Olaf Reinhold. Social Customer Relationship Management: Fundamentals, Applications, Technologies. Springer, 2019.

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Gordon, Ian. Managing the New Customer Relationship: Strategies to Engage the Social Customer and Build Lasting Value. Wiley & Sons, Limited, John, 2013.

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The New Relationship Marketing Strategies To Engage The Social Customer And Build Customer Value. John Wiley & Sons Inc, 2013.

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Schellong, Alexander. Citizen Relationship Management: A Study of Crm in Government. Lang Publishing, Incorporated, Peter, 2011.

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Capítulos de libros sobre el tema "Social Customer Relationship Management (SCRM)"

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Baabdullah, Abdullah M., Nripendra P. Rana, Ali Abdallah Alalwan, Raed Algharabat, Hatice Kizgin y Ghazi A. Al-Weshah. "Toward a Conceptual Model for Examining the Role of Social Media on Social Customer Relationship Management (SCRM) System". En Smart Working, Living and Organising, 102–9. Cham: Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-030-04315-5_8.

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Van Looy, Amy. "Social Customer Relationship Management". En Social Media Management, 87–111. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-21990-5_5.

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Jung, Reinhard, Tobias Lehmkuhl, Torben Küpper, Marco Nierlich y Marcel Rosenberger. "Social Customer Relationship Management". En Business Innovation: Das St. Galler Modell, 341–56. Wiesbaden: Springer Fachmedien Wiesbaden, 2015. http://dx.doi.org/10.1007/978-3-658-07167-7_19.

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Alt, Rainer y Olaf Reinhold. "Social CRM-Anwendungsbeispiele". En 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 y Olaf Reinhold. "Social CRM-Anwendungssysteme". En 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 y Olaf Reinhold. "Social CRM-Gestaltungsbereiche". En 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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Alt, Rainer y Olaf Reinhold. "Einleitung". En Social Customer Relationship Management, 1–15. Berlin, Heidelberg: Springer Berlin Heidelberg, 2016. http://dx.doi.org/10.1007/978-3-662-52790-0_1.

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Alt, Rainer y Olaf Reinhold. "Zusammenfassung und Ausblick". En Social Customer Relationship Management, 103–9. Berlin, Heidelberg: Springer Berlin Heidelberg, 2016. http://dx.doi.org/10.1007/978-3-662-52790-0_5.

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Zwikstra, Hanno, Frederik Hogenboom, Damir Vandic y Flavius Frasincar. "Connecting Customer Relationship Management Systems to Social Networks". En Advances in Intelligent Systems and Computing, 389–400. Berlin, Heidelberg: Springer Berlin Heidelberg, 2013. http://dx.doi.org/10.1007/978-3-642-30867-3_35.

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Greve, Goetz. "Social-Customer-Relationship-Management: CRM im Zeitalter sozialer Medien". En Edition Sales Excellence, 303–15. Wiesbaden: Springer Fachmedien Wiesbaden, 2020. http://dx.doi.org/10.1007/978-3-658-26727-8_13.

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Actas de conferencias sobre el tema "Social Customer Relationship Management (SCRM)"

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KUMAR, AKSHI y VIKRANT DABAS. "SENTI-SCRM: SENTIMENT INTELLIGENCE BASED SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT TOOL". En International MultiConference of Engineers and Computer Scientists (IMECS 2016) & World Congress on Engineering (WCE 2016). WORLD SCIENTIFIC, 2017. http://dx.doi.org/10.1142/9789813226203_0017.

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Basaille-Gahitte, Ian, Lylia Abrouk, Nadine Cullot y Eric Leclercq. "Using social networks to enhance customer relationship management". En the Fifth International Conference. New York, New York, USA: ACM Press, 2013. http://dx.doi.org/10.1145/2536146.2536163.

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Usino, Wendi y Dewi Murtiningsih. "Involvement Willingness as Mediation Variable of The Influence of Customer Relationship Management on Social Customer Relationship Management". En Proceedings of the 1st International Conference on Economics, Business, Entrepreneurship, and Finance (ICEBEF 2018). Paris, France: Atlantis Press, 2019. http://dx.doi.org/10.2991/icebef-18.2019.161.

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Wang, Yanmei. "Database Design on Customer Relationship Management System". En 2016 International Conference on Economics, Social Science, Arts, Education and Management Engineering. Paris, France: Atlantis Press, 2016. http://dx.doi.org/10.2991/essaeme-16.2016.155.

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Tkachenko, K. I. "Customer Relationship Management In The Modern Economy". En II International Conference on Economic and Social Trends for Sustainability of Modern Society. European Publisher, 2021. http://dx.doi.org/10.15405/epsbs.2021.09.02.191.

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Tanay, Habibe. "FLIGHT TEAM PERCEPTIONS OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM)". En 2nd International Multidisciplinary Scientific Conference on Social Sciences and Arts SGEM2015. Stef92 Technology, 2015. http://dx.doi.org/10.5593/sgemsocial2015/b23/s7.038.

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Maulana, Yogi Sugiarto, Dian Hadiani, Dara Siti Nurjanah, Asep Endri Mulyana y Agam Nurul Fajar. "An Analysis of Customer Satisfaction and Its Effect on Customer Relationship Management". En 1st Paris Van Java International Seminar on Health, Economics, Social Science and Humanities (PVJ-ISHESSH 2020). Paris, France: Atlantis Press, 2021. http://dx.doi.org/10.2991/assehr.k.210304.004.

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Bagheri, Samaneh, Rob J. Kusters y Jos J. M. Trienekens. "Business-IT Alignment in PSS Value Networks - Linking Customer Knowledge Management to Social Customer Relationship Management". En 17th International Conference on Enterprise Information Systems. SCITEPRESS - Science and and Technology Publications, 2015. http://dx.doi.org/10.5220/0005370002490257.

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Chen, Tingbin y Jiacong Zhao. "A Big-Data Based Customer Relationship Management Model in Customer-to-Business E-Business". En 8th International Conference on Social Network, Communication and Education (SNCE 2018). Paris, France: Atlantis Press, 2018. http://dx.doi.org/10.2991/snce-18.2018.42.

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Zhu, Ying. "Research on the Relationship between Customer Knowledge, Customer Participation Innovation and Customer Experience in Social Media Environment". En 2018 2nd International Conference on Education Science and Economic Management (ICESEM 2018). Paris, France: Atlantis Press, 2018. http://dx.doi.org/10.2991/icesem-18.2018.284.

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