Measuring the Success of Social CRM : First Approach and Future Research

Item Type Conference or Workshop Item (Paper)
Abstract

Web 2.0 and Social Media provide new opportunities for collaboration and value co-creation. Social Customer Relationship Management (CRM) addresses the opportunities and deals with the integration of Web 2.0 and Social Media within CRM. Social CRM has the potential to enable the, e.g., customer-to-customer support, which results in reducing companies' service costs. In order to measure the success (e.g., cost-savings) of Social CRM activities (e.g., customer-to-customer support) a Social CRM measurement model is indispensable and a prerequisite step for future research. At present, scholars attempt to develop a Social CRM measurement model. This paper presents a systematic and rigorous literature review for the research topic - Social CRM measurement model. The major result reveals the lack of extant literature regarding the research topic. The findings disclose the need for a Social CRM measurement model on an evaluation based foundation.

Authors Küpper, Torben
Editors Hammoudi, Slimane
Research Team IWI5
Projects Jung, Reinhard; Lehmkuhl, Tobias; Küpper, Torben; Rosenberger, Marcel; Nierlich, Marco & Wittkuhn, Nicolas (2014) CC Social CRM [applied research project] Official URL
Language English
Keywords Social CRM measurement model, Social CRM measurement, Social CRM, measurement model
Subjects information management
HSG Classification contribution to scientific community
HSG Profile Area SoM - Business Innovation
Refereed Yes
Date 27 April 2014
Publisher SCITEPRESS
Volume 2
Page Range 573-582
Number of Pages 10
Title of Book Proceedings of the 16th International Conference on Enterprise Information Systems
Event Title 16th International Conference on Enterprise Information Systems (ICEIS)
Event Location Lissabon
Event Dates 27.-30.04.2014
ISBN 978-989-758-028-4
Depositing User Torben Küpper
Date Deposited 25 Mar 2014 10:21
Last Modified 19 Jul 2017 12:14
URI: https://www.alexandria.unisg.ch/publications/230505

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Citation

Küpper, Torben: Measuring the Success of Social CRM : First Approach and Future Research. 2014. - 16th International Conference on Enterprise Information Systems (ICEIS). - Lissabon.

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https://www.alexandria.unisg.ch/id/eprint/230505
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