Social Customer Relationship Management Research Articles

Mediation Social Media Resonance Relationship Capability And Environmental Turbulence On Social Customer Relationship Management And Corporate Performance

Mediation Social Media Resonance Relationship Capability And Environmental Turbulence On Social Customer Relationship Management And Corporate Performance

THE EFFECT OF SOCIAL CUSTOMER RELATIONSHIPS MANAGEMENT ON CUSTOMER LOYALTY IN INDONESIA'S E-COMMERCE

Purpose: The aim of this study is to determine whether social customer relationship management through social media marketing improves customer engagement and if it can support customer loyalty and retention. Theoretical Framework: Customer loyalty and retention are influenced by factors such as customer engagement and satisfaction through social customer relationship management. However, it is known that each generation such as generation X, Y and Z has different behavioral traits and views on the digital era on how they affect the current business industry. Therefore, the researchers decided to conduct further research on customer engagement influences customer satisfaction, customer loyalty and retention, and whether generational cohorts operate as a moderating element between SCRM to CL (Customer Loyalty) and CR (Customer Retention). Methodology: The method used in this study is the survey and sampling methods used in this study with a purposive sampling technique. Samples were collected as many as 207 participants were surveyed using Google Docs, who are strictly Gen X, Gen Y, and Gen Z, currently living in Jakarta, Bogor, Depok, Tangerang, Bekasi, and using e-commerce platforms. Findings: Data analysis in this study used path analysis. The data processing method uses PLS­SEM. The impact of social CRM on customer loyalty in Indonesia's e-commerce industry is that social CRM positively influences customer loyalty. The study found that social customer relationship management (CRM) is an effective way to increase customer satisfaction and encourage loyal online purchases. It significantly impacts customer satisfaction, leading to increased loyalty and profitability. Research, Practical & Social Implication: The research on the impact of social CRM on customer loyalty in Indonesia's e-commerce industry provides valuable insights and practical implications for businesses looking to enhance customer loyalty and succeed in the e-commerce market.

Research on Private Domain Traffic Operation Link Based on D2C Lead Marketing

This project aims to build an online platform, open up an integrated link integrating brand building, mental planting and effect transformation, obtain user leads through various marketing methods such as content creation and channel delivery, and establish a social customer relationship management system for the third-party automotive industry based on artificial intelligence technology. To carry out the link operation after retention collection, data cleaning, hierarchical screening, AI intelligent customer service, etc., to establish high-quality brand user clues database information. On the basis of exploring the realization of live streaming clues, this project will cooperate with the media operation room to build the mini program platform for users of Zhongqi Media, complete the introduction of the platform for prospective users of online and offline projects of Zhongqi Media, and conduct user operation through the modular construction of the platform. Build a complete private domain operation system of "public domain drainage, content planting, attracting and retaining funds, label classification, private domain precipitation, guided purchase, activation, potential customer tracking, and data duplication".

Examining The Effects of Social CRM on MSME Performance in Times of Crisis

Examining The Effects of Social CRM on MSME Performance in Times of Crisis

IMPLEMENTASI SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT DALAM MENINGKATKAN PROMOSI PRODUK

Nibra's House Sukarami Palembang is a Muslim store and marketplace that hadn’t fully used its product promotions. Based on the that statement, Social Customer Relationship Management (Social CRM) was implemented at Nibra's House Sukarami Palembang with the goal of increasing the product promotions. The system is being developed using the FAST system development methodology and makes use of social media platforms, specifically Facebook and Instagram of Nibra's House Sukarami Palembang. The study's finding is a Social CRM system built on a website using PHP programming language and MySQL database management system. It also optimizes customer relationship management via the usage of social media platforms: Facebook and Instagram of Nibra's House Sukarami Palembang. Keyword : Product Promotion, Customer, Social CRM, PHP, My SQL, Facebook, Instagram

The Instagram as a Tool for Implementation of Social Crm (Customer Relationship Management) Study on Tourism in Lamongan Regency (Wisata Bahari Lamongan and Maharani Zoo)

Advances in technology and communication today have an impact on changes in the Industrial Revolution, including the Tourism Industry. The use of computers and the Internet of Things (IoT) in the tourism industry currently has an important role, which can include many ways, one of which is contact with customers. Customer Relationship Management (CRM) is a business strategy that integrates business processes that are directly related to consumers (marketing, sales, and services) with business people, business processes, and supporting technology to get customer retention [7]. Instagram is one of the social media that has a wide reach and can be accessed easily by anyone. In addition, Instagram is also available on mobile devices and makes Instagram one of the social media that has many users. The Lamongan Tourism and Culture Office has the responsibility to introduce tourist attractions in Lamongan. Lamongan Regency has two tourist icons that are well known by the public, both the Lamongan community itself and people from outside the Lamongan area, namely Lamongan Marine Tourism and Maharani Zoo. Instagram can be used as a Social CRM tool so that it has an impact on increasing tourist visits to Wisata Bahari Lamongan and Maharani Zoo.

Strategic and Operational Profit Increase Structural Model for Social CRM in Hospitals

The rapid development of technology and social media requires companies to innovate in CRM management. The result of innovation from CRM with social media integration is also called Social CRM. The implementation of Social CRM is carried out to increase Strategic and Operational benefits obtained from using CRM. However, only a few studies explain the relationship between Social CRM and hospitals. That is why model analysis research is needed to help hospitals determine the Social CRM factors influencing the Strategic and Operational advantages of using Social CRM. At the same time, this study can be used to generate a recommendation to improve the operational and strategic benefits received from implementing Social CRM. This study describes a conceptual model to assess the relationship between social CRM implementation factors and Strategic and Operational Benefits. That way, the hospital can find out the relationship between the variables. The results showed there are eight variables, seven hypotheses, and 32 indicators that hospitals can use as a reference for increasing Strategic and Operational Benefits from using social CRM. Other studies can use these model elaboration steps to implement a conceptual model into a Structural model.

Structural Model for Analyzing the Impact of Social CRM on Customer Relationship Performance in Automotive Manufacturing Company

Social Customer Relationship Management (S-CRM) has been widely adopted by companies, including Indonesia's Automotive Manufacturing Companies (AMC). The adoption of S-CRM is aimed at enhancing customer relationship performance. However, there is limited research on implementing S-CRM can effectively support Customer Relationship Performance (CRP) in AMC. To address this gap, this research describes the conceptual model that illustrates the impact of S-CRM and other related factors on supporting CRP in AMC using Partial Least Square Modeling (PLS-SEM) method. The research's results reveal seven variables, eight hypotheses, and 45 indicators that can be used to increase CRP in AMC by implementing S-CRM. Result showed that only seven out of eight hypotheses are supported. This research can be used to provide recommendations for future studies on CRP in AMC, contributes to developing knowledge regarding integrating S-CRM in AMC and provides a basis for further research to enhance CRP in the company.

ASSESSING THE EFFECTIVENESS OF DIGITAL MARKETING COMMUNICATIONS FOR ENSURING THE DEVELOPMENT OF THE ENTERPRISE

The article has shown that the development of information technologies has dramatically changed the cost of companies for marketing communications, in which the cost of the Internet communication began to increase at the fastest pace. In the face of unprecedentedly rapid growth of Internet users increases the need to form modern marketing tools, which allows you to use Internet resources to communicate with consumers, increase their awareness to promote the goods and services of companies. The purpose of the article is to provide practical recommendations for evaluating the effectiveness of digital marketing communications to ensure the development of the enterprise. The main characteristics of digital marketing communications are their personalization, targeting, integration into the general system of marketing communications, coverage of all digital communications channels and focus on a constant dialogue with the user. The classification of marketing communications with the inclusion of digitalization is systematized, which made it possible to show the current process of integration of the marketing communication system, the formation of a new type of advertising campaigns - TTL (Through The Line), change in the center (idea) marketing communications). It is shown that the metric evaluation of digital marketing communications should be based on a behavioral approach, namely consumer behavior model in the Internet environment with the inclusion of consumer involvement cycle. In the staff of the main tendency of development of Digital marketing communications: growing the fate in the budgets of the company, the meaningful deployment Strong emphasis on the measurement of the efficiency of the process of companion with the needer: active development of CRM technology, in the number of social social CRM (in social sets). Practice also shows that the pace of the efficient methods of the efficientness of the digital marketing of the marketing communications. The development of Internet technologies allows you to personalize marketing communications, that is, to make direct contact with each individual user and to configure your marketing communications system for the needs of individual users to carry out communications and other elements of a marketing company.

How social CRM and customer satisfaction affect customer loyalty

How social CRM and customer satisfaction affect customer loyalty

Modelling client and construction firm barriers hindering social client relationship management system implementation in the built environment

ABSTRACT The need to foster a strong relationship in the construction industry is vital due to the level of dependency among stakeholders in the sector. The social CRM system has been deployed as a relationship tool in most sectors, but its infusion in the construction industry is not resounding. Hence, the study investigates the barriers to Social Client Relationship Management application in fostering sustainable relationships among construction stakeholders. It models the relationships between the associated barriers between the client and the construction organisations affecting the implementation of social CRM systems. A quantitative research approach was adopted, and a face-to-face questionnaire survey was conducted on 200 construction experts selected from 40 construction projects in Lagos Island. The targeted construction experts were elicited for the survey using purposive sampling techniques. Data from the survey were analysed using SPSS 21 data analytics techniques like frequencies and percentages. Also, the study used SmartPLS (v.3.2.3) to develop the structural model. Findings from the study revealed a strong relationship between the significant factors associated with the clients and construction organisation hindering Social CRM system implementation in the built environment. The findings can assist built environment stakeholders in developing strategies to control the factors associated with the client and construction organisation militating against Social CRM implementation in the construction industry.

How do organizations leverage social media to enhance marketing performance? Unveiling the power of social CRM capability and guanxi

Drawing on information technology-enabled organizational capabilities theory, we argue that how and when social media use affects marketing performance depending on the mediating role of social customer relationship management (CRM) capability and the moderating role of guanxi. Using a sample of 194 Chinese agricultural firms, we employed a combination of complementary techniques: advanced analysis for composites–structural equation modeling (ADANCO-SEM) and fuzzy-set qualitative comparative analysis (fsQCA). In ADANCO-SEM analysis, we empirically verify the full mediating role of social CRM capability in the association between social media use and marketing performance and identify the condition for this indirect effect (i.e., when the guanxi levels are high). Moreover, guanxi plays a dual moderating role—it exerts a substitution effect when social media is used to build social CRM capability, and it exerts a complementary effect when social CRM capability is leveraged to improve marketing performance. FsQCA analysis further reveals the different configurations of social media use, guanxi, and social CRM capability that can lead to high marketing performance in different firm sizes. The findings complement those from ADANCO-SEM analysis vis-à-vis the conditions for the formation of marketing performance. This study contributes to the emerging literature on the business value of social media by theoretically exploring and empirically validating the mechanisms and boundary conditions by which social media affects marketing performance.

Social Listening Practices towards Social CRM and Customer Relationship Performance in the Fast-Food Industry in Sri Lanka

Social Listening Practices towards Social CRM and Customer Relationship Performance in the Fast-Food Industry in Sri Lanka

Impact of Social Media Usage on Financial and Non-Financial Performance of Organization through Social CRM

Social media usage improves Social Customer Relationship Management (CRM) is highly important for modern firms to create value for business after the rapid growth of technology adoption by customers. Studies on social media and organizational performance are limited so the present study has to extend this topic for a brief analysis of this domain. Hence, the current study aims to investigate further how social media usage benefits both financial and non-financial aspects of organizational performance through social CRM. A quantitative cross-sectional research design was carried out to collect the primary information using a structured questionnaire using two separate surveys; one was filled out by the top management of the organizations while the other was filled out by the respective customer of the organizations from different sectors of Pakistan which were also active on Facebook and lastly each 209 participants in both surveys were selected for data analysis. AMOS and Smart PLS were employed to test this proposed model. All findings of this study are found significantly positive and the social CRM acts as a positive mediator between the direct association of social media usage and organizational performance. Furthermore, the present study offers marketers and businessmen to explain the linkage of CRM with advancing social media technologies to improve organizational performance either financial or non-financial performance.

ANALYSIS OF CASHBACK PROMOTION IN THE FINTECH INDUSTRY AMONG USER INTERACTION

The development of technology and the ease of use of online-based services have given rise to various forms of breakthroughs in the field of new technology in society. This study aims to determine whether cashback promotions can shape customer engagement in the social customer relationship management network on Gopay, OVO, and LinkAja on Twitter. The data used in this study is secondary data, which is tweets containing interactions between Twitter users regarding three fintechs in Indonesia, namely Gopay, OVO, and LinkAja. The total tweet data in all e-wallets is 3,603 from 2018-2022. Data analysis used by researchers uses the social network analysis method by calculating and comparing the network properties of cashback promotional content for the three research objects from 2018-2020 and 2020-2022. The results show that cashback promotional content on the Gopay e-wallet in 2020-2022 has better network property performance to form more optimal customer engagement.

Social Media Marketing and Customized Customer Relationship Management: The Implication For Marketing Performance of Budget Hotel Industry

Social Media Marketing and Customized Customer Relationship Management: The Implication For Marketing Performance of Budget Hotel Industry

A Review of the Impact of Social Media in Customer Relationship Management of Large Corporations in the UK

Customer relationship management, abbreviated as CRM, is a concept used in marketing that focuses on the customers needs and satisfaction to improve the company's performance. CRM puts the customer at the center of the company's operations, and all the information related to them is considered in making the company's important decisions. In the business world today, technology has changed traditional procedures due to the emergence of the internet and social media channels. Social media has changed everything from lifestyle to business operations. In this context, large and small business organizations are adjusting to the changes by adopting social media in their marketing strategies. It is clear that customers are the only source of current and future profits for the company thus, developing systems that are customer-centered is the new norm in the business world. Traditional CRM uses internal strategies that help understand customer needs, while Social CRM uses social media platforms to manage their customers. Integrating social media and CRM has helped companies improve customer interactions and offers ways of managing and measuring social networking for successful customer engagement. This paper aims to review various studies touching on the impacts of social media CRM on large Corporations in the UK.

Concept of Integration between Social Media and Customer Relationship Management: Impact on business performance and growth

Companies that successfully integrate Social Media (SocMed) as a tool for their Customer Relationship Management (CRM) will create a synergy that will further enhance business performance and growth. Unfortunately, not many SMEs realize this potential and because of that Social Media adoption for CRM and other purposes among SMEs is still very low. This study aims to develop a research framework of Integration between Social Media utilizations and Customer Relationship Management practices on business performance and growth. The findings will help to formulate strategies on how to further enhance the use of SocMed and CRM to improve business performance and growth.

Social customer relationship management and business performance: Evidence from small and medium enterprises

Social customer relationship management and business performance: Evidence from small and medium enterprises

International relationship management during social distancing: the role of AI-integrated social CRM by MNEs during the Covid-19 pandemic

PurposeThe research empirically examines the role of artificial intelligence (AI) integrated with social customer relationship management (SCRM) in multinational enterprises (MNEs) towards international relationship management under social distancing conditions due to the COVID-19 pandemic.Design/methodology/approachThe study initially undertakes pertinently focused theoretical research in the fields of international marketing, knowledge management, and customer relationship management. And, utilizing the theories of resource-based view (RBV) and dynamic capability view (DCV) theory, the study develops a theoretical model that is subsequently empirically validated through a survey and structural equation modeling.FindingsThe study highlights the importance and means of adopting AI-integrated social CRM by MNEs, in the context of international relationship management, under the Covid-19 social distancing conditions. The study more specifically elucidates the role and significance of MNE leadership approach and support towards the adoption of AI-integrated social CRM systems and, ultimately, performance improvement of MNEs under such conditions.Research limitations/implicationsThe study presents insights and prescriptive explications on a topic at the heart of state-of the-art technology-based international marketing in the explicit context of the primary business-defining environment of the Covid-19 pandemic. The research provides practicable suggestions to MNEs' leadership towards the adoption of an AI-integrated social CRM system. And the study presents a unique model for international relationship management under social distancing conditions, potentially applicable during other crises.Originality/valueThe research is original and on a ‘fresh’ topic that combines the latest technological advancements in business (AI-integrated CRM) with the present critical business context (pandemic). The research develops a tested theoretical model that (a) is unique in its field; (b) provides a solid foundation for further research; (c) bears generic value and application during other-than-Covid-19 conditions; and (d) enhances the understanding of important fields of international marketing, including international customer relationship management and global knowledge management.