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Strategic Customer Relationship Management in the Age of Social Media

Book Description

In today's society, organizations are looking to optimize potential social interactions and increase familiarity with customers by developing relationships with various stakeholders through social media platforms. Strategic Customer Relationship Management in the Age of Social Media provides a variety of strategies, applications, tools, and techniques for corporate success in social media in a coherent and conceptual framework. In this book, upper-level students, interdisciplinary researchers, academicians, professionals, practitioners, scientists, executive managers, and consultants of marketing and CRM in profit and non-profit organizations will find the resources necessary to adopt and implement social CRM strategies within their organizations. This publication provides an advanced and categorized variety of strategies, applications, and tools for successful Customer Relationship Management including, but not limited to, social CRM strategies and technologies, creation and management of customers' networks, customer dynamics, social media analytics, customer intelligence, word of mouth advertising, customer value models, and social media channel management.

Table of Contents

  1. Cover
  2. Title Page
  3. Copyright Page
  4. Book Series
    1. Mission
    2. Coverage
  5. Dedication
  6. Editorial Advisory Board and List of Reviewers
    1. Editorial Advisory Board
    2. List of Reviewers
  7. Preface
  8. Acknowledgment
  9. Section 1: Social CRM: Strategies and Applications
    1. Chapter 1: The Impact of Social Business Strategies in Creating Empirical Social Business Models
      1. ABSTRACT
      2. INTRODUCTION
      3. LITERATURE REVIEW
      4. SOCIAL BUSINESS DEFINITION
      5. SOCIAL BUSINESS AND CONVENTIONAL BUSINESS
      6. SOCIAL BUSINESS PRINCIPLES
      7. METHODOLOGY
      8. GRAMEEN MODEL FOR A SOCIAL BUSINESS
      9. THE SOCIAL BUSINESS FRAMEWORK
      10. DEVELOPING A SUCCESSFUL SOCIAL BUSINESS
      11. CONCLUSION
      12. REFERENCES
      13. KEY TERMS AND DEFINITIONS
    2. Chapter 2: Social CRM Analytics
      1. ABSTRACT
      2. INTRODUCTION
      3. SOCIAL CRM
      4. ANALYTICS
      5. HOW ANALYTICS WORKS
      6. ANALYTIC TECHNIQUES
      7. DESIGNING CRM STRATEGIES THROUGH SOCIAL CRM ANALYTICS
      8. CHALLENGES
      9. CONCLUSION
      10. REFERENCES
      11. ADDITIONAL READING
      12. KEY TERMS AND DEFINITIONS
    3. Chapter 3: The Impact of CRM and Social Media Technologies on Customer-Orientation Process and Sales Performance
      1. ABSTRACT
      2. 1. INTRODUCTION
      3. 2. LITERATURE REVIEW
      4. 3. RESEARCH MODEL AND HYPOTHESES
      5. 4. RESEARCH METHODS
      6. 5. CONCLUSION
      7. REFERENCES
    4. Chapter 4: Adoption of Facebook for Customer Relationship Management for SMEs
      1. ABSTRACT
      2. INTRODUCTION
      3. RESEARCH PROBLEM AND BACKGROUND
      4. SOCIAL NETWORKING SITES AND CUSTOMER RELATIONSHIP MANAGEMENT
      5. RESEARCH DESIGN AND METHODOLOGY
      6. ADOPTION DECISION FACTORS
      7. CONCLUSION AND FUTURE STUDIES
      8. REFERENCES
      9. KEY TERMS AND DEFINITIONS
    5. Chapter 5: Electronic Customer Relationship Management (E-CRM) Practices of Micro, Small, and Medium Scale Enterprises in Ghana
      1. ABSTRACT
      2. INTRODUCTION/BACKGROUND
      3. LITERATURE REVIEW
      4. THE INTERNET, E-CRM AND SMEs
      5. METHODOLOGY
      6. FINDINGS AND DISCUSSIONS
      7. CONCLUSION AND RECOMMENDATION
      8. REFERENCES
      9. ADDITIONAL READING
      10. KEY TERMS AND DEFINITIONS
    6. Chapter 6: The Use of Social Media in the Higher Education Institutions in Turkey
      1. ABSTRACT
      2. INTRODUCTION
      3. THE USE OF SOCIAL MEDIA IN THE HIGHER EDUCATION INSTITUTIONS
      4. METHODOLOGY
      5. CONCLUSION AND DISCUSSION
      6. REFERENCES
      7. KEY TERMS AND DEFINITIONS
    7. Chapter 7: Gamification Impact on Customer Relationship Development in Virtual Environment
      1. ABSTRACT
      2. INTRODUCTION
      3. GAMIFICATION AND CUSTOMER RELATIONS DEVELOPMENT
      4. GAMIFICATION IN CONSUMERS RELATIONSHIP MANAGEMENT
      5. FUTURE RESEARCH DIRECTIONS
      6. CONCLUSION
      7. REFERENCES
      8. KEY TERMS AND DEFINITIONS
      9. APPENDIX
  10. Section 2: Social CRM:
Customer Learning and Engagement
    1. Chapter 8: CKM 2.0
      1. ABSTRACT
      2. INTRODUCTION
      3. THEORETICAL BACKGROUND
      4. THE CONCEPTUAL FRAMEWORK
      5. RESEARCH METHODOLOGY
      6. DATA ANALYSIS AND RESULTS
      7. SURVEYING THE “GRAPE MODEL” IN FOUR IRANIAN INDUSTRIES
      8. DISCUSSION AND IMPLICATIONS
      9. SUGGESTIONS FOR FUTURE RESEARCH
      10. REFERENCES
      11. KEY TERMS AND DEFINITIONS
    2. Chapter 9: The Effects of Fan Personality on Participation in Social Media Based Brand Community
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. THEORETICAL FRAMEWORK AND HYPOTHESES DEVELOPMENT
      5. RESEARCH METHOD
      6. RESULTS
      7. CONCLUSION
      8. LIMITATION AND FUTURE RESEARCH
      9. REFERENCES
    3. Chapter 10: Study of the Automatic Evaluation of Website Quality from Customer Insight
      1. ABSTRACT
      2. INTRODUCTION
      3. LITERATURE REVIEW
      4. METHOD
      5. RESULTS
      6. CONCLUSION
      7. REFERENCES
      8. KEY TERMS AND DEFINITIONS
      9. ENDNOTES
    4. Chapter 11: Social Media, Customer Relationship Management, and Consumers' Organic Food Purchase Behavior
      1. ABSTRACT
      2. INTRODUCTION
      3. WHY THE ORGANIC FOOD INDUSTRY?
      4. LITERATURE REVIEW
      5. CONCEPTUAL FRAMEWORK
      6. CONCLUSION AND FUTURE RESEARCH DIRECTIONS
      7. REFERENCES
      8. ADDITIONAL READING
      9. KEY TERMS AND DEFINITIONS
    5. Chapter 12: The Effects of Social Media-Based Brand Communities on Brand Loyalty and Brand Equity
      1. ABSTRACT
      2. INTRODUCTION
      3. THEORETICAL BACKGROUND
      4. CONCLUSION AND IMPLICATIONS
      5. REFERENCES
      6. KEY TERMS AND DEFINITIONS
    6. Chapter 13: Using Social Media to Influence CRM and Loyalty
      1. ABSTRACT
      2. 1. INTRODUCTION
      3. 2. LITERATURE REVIEW
      4. 3. METHODOLOGY
      5. 4. FINDINGS
      6. 5. CONCLUSION
      7. REFERENCES
    7. Chapter 14: Electronic Word of Mouth Marketing
      1. ABSTRACT
      2. INTRODUCTION
      3. LITERATURE REVIEW
      4. RESEARCH MODEL AND HYPOTHESES
      5. RESEARCH METHODOLOGY
      6. DATA COLLECTION
      7. HYPOTHESES TESTING (REGRESSION ANALYSIS)
      8. DISCUSSION, CONCLUSION, AND RESEARCH RECOMMENDATIONS
      9. REFERENCES
      10. KEY TERMS AND DEFINITIONS
      11. ENDNOTES
      12. APPENDIX
  11. Compilation of References
  12. About the Contributors