Strategic Customer Relationship Management in the Age of Social Media
- 8h 21m
- Amir Khanlari (ed)
- IGI Global
- 2015
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.
About the Editor
Amir Khanlari is an Assistant Professor in MBA Department, Faculty of Management at University of Tehran, Iran. He is editor of the Quarterly Journal of Business Management. He received his PhD from University of Tehran in Marketing Management in 2011. His research interests include Customer Relationship Management (CRM), Branding, and Business Intelligence. He has published his papers in the Journal of Computers & Industrial Engineering, International Journal of Human Sciences, International Journal of Engineering, Iranian Journal of Accounting & Auditing Review, and several local and international journals. Also, He has published some book chapters in IGI Global, Inc.
In this Book
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The Impact of Social Business Strategies in Creating Empirical Social Business Models
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Social CRM Analytics: Gaining Customer Insights for Designing Social CRM Strategies
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The Impact of CRM and Social Media Technologies on Customer-Orientation Process and Sales Performance
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Adoption of Facebook for Customer Relationship Management for SMEs: Exploring the Underlying Motivations
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Electronic Customer Relationship Management (E-CRM) Practices of Micro, Small, and Medium Scale Enterprises in Ghana
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The Use of Social Media in the Higher Education Institutions in Turkey: A Case of the Higher Education Institutions in Istanbul
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Gamification Impact on Customer Relationship Development in Virtual Environment
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CKM 2.0: Integrating Web 2.0 into Customer Knowledge Management
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The Effects of Fan Personality on Participation in Social Media Based Brand Community: Role of Personality on Participation in the Social Media
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Study of the Automatic Evaluation of Website Quality from Customer Insight: A Case Study of the Most Visited News Websites as Influential Social Media Tool
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Social Media, Customer Relationship Management, and Consumers' Organic Food Purchase Behavior
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The Effects of Social Media-Based Brand Communities on Brand Loyalty and Brand Equity: Case Study – Cinere Company
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Using Social Media to Influence CRM and Loyalty: Case Study of Restaurant Industry
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Electronic Word of Mouth Marketing: Relationship between Brand Loyalty and Electronic Word of Mouth in Social Marketing Networks
