Social CRM Adoption and its Impact on Performance Outcomes: a Literature Review

Background and Purpose: Social customer relationship management (social CRM) is an emerging concept that integrates traditional CRM and social media in order to provide benefits for organizations and customers. Despite the benefits that social CRM can bring, many organizations are still at the early...
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Autor*in:	Marolt Marjeta [verfasserIn] Pucihar Andreja [verfasserIn] Zimmermann Hans-Dieter [verfasserIn]

Format:	E-Artikel
Sprache:	Englisch

Erschienen:	2015

Schlagwörter:	social CRM extent of adoption factors performance outcomes

Übergeordnetes Werk:	In: Organizacija - Sciendo, 2008, 48(2015), 4, Seite 260-271
Übergeordnetes Werk:	volume:48 ; year:2015 ; number:4 ; pages:260-271

Links:	Link aufrufen Link aufrufen Link aufrufen Journal toc

DOI / URN:	10.1515/orga-2015-0022

Katalog-ID:	DOAJ037766651

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callnumber-first	H - Social Science
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title	Social CRM Adoption and its Impact on Performance Outcomes: a Literature Review
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title_sort	social crm adoption and its impact on performance outcomes: a literature review
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title_auth	Social CRM Adoption and its Impact on Performance Outcomes: a Literature Review
abstract	Background and Purpose: Social customer relationship management (social CRM) is an emerging concept that integrates traditional CRM and social media in order to provide benefits for organizations and customers. Despite the benefits that social CRM can bring, many organizations are still at the early stage of adoption. To move beyond social marketing and to exploit opportunities offered by sales and customer service, organizations need to be aware of factors that drive social CRM adoption and different implications of social CRM adoption for performance outcomes. This paper aims to provide a review of scholarly literature on social CRM adoption with the focus on factors and performance outcomes.
abstractGer	Background and Purpose: Social customer relationship management (social CRM) is an emerging concept that integrates traditional CRM and social media in order to provide benefits for organizations and customers. Despite the benefits that social CRM can bring, many organizations are still at the early stage of adoption. To move beyond social marketing and to exploit opportunities offered by sales and customer service, organizations need to be aware of factors that drive social CRM adoption and different implications of social CRM adoption for performance outcomes. This paper aims to provide a review of scholarly literature on social CRM adoption with the focus on factors and performance outcomes.
abstract_unstemmed	Background and Purpose: Social customer relationship management (social CRM) is an emerging concept that integrates traditional CRM and social media in order to provide benefits for organizations and customers. Despite the benefits that social CRM can bring, many organizations are still at the early stage of adoption. To move beyond social marketing and to exploit opportunities offered by sales and customer service, organizations need to be aware of factors that drive social CRM adoption and different implications of social CRM adoption for performance outcomes. This paper aims to provide a review of scholarly literature on social CRM adoption with the focus on factors and performance outcomes.
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title_short	Social CRM Adoption and its Impact on Performance Outcomes: a Literature Review
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