Social Customer Relationship Management (SCRM) in Contemporary Business Era
Journal Title: International Journal of Business and Management Invention - Year 2018, Vol 7, Issue 9
Abstract
Social media is a communication platform that has turned into an essential perspective in promoting organizations, products and related subjects into stakeholders. Mainly, connecting consumers and brands is highlighted across the markets via online mechanisms. The empirical evidences unveil that relatively few investigations exist examining social media in relation to (CRM). Conclusively, studies started focusing the transformation of traditional CRM into Social CRM perspectives. Social Customer Relationship Management (social CRM) is a rising practice that uses online networking to draw in with clients. In its most entire shape, social CRM is a notion that incorporates online networking and interpersonal interaction with traditional CRM advancements, procedures and practices so as to realize a predominant commitment with clients including enhanced client benefit connecting to revenue models. This paper reviews empirical contents on social CRM whilst it explains the traditional CRM as preliminary context within. Accordingly, paper followed a deductive method and needful literature review was carried out as the main research tool. It presents a discussion with how CRM and Social CRM are found in different industry practices. Finally, paper concludes the future research priorities emphasizing specific market contexts that demand further studies.
Authors and Affiliations
Anushka Siriwardana, D. M. R. Dissanayake
Keywords
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