Features for Social CRM Technology - An Organizational Perspective

Item Type Conference or Workshop Item (Paper)
Abstract

The new paradigm Social Customer Relationship Management (Social CRM) deals with the integration of Social Media into CRM. Social CRM is a business strategy supported by technology platforms to provide mutually beneficial value for companies and their customers. In this context, many companies evaluate the implementation of Social CRM tools in order to achieve and analyze customer's content on their Social Media platforms. However, only little research has been conducted investigating technology features and their corresponding categories a Social CRM technology has to fulfill. To address this gap in research, the article presents the qualitative part of a two-stage multi-method approach comprising a literature review, a market study containing 40 vendor solutions and a first validation approach. In this effort, 18 Social CRM technology features and four categories of Social CRM technology are identified. A sorting procedure validates the corresponding classification and ensures a high degree of external validity.

Authors Küpper, Torben; Jung, Reinhard; Lehmkuhl, Tobias & Wieneke, Alexander
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, Social CRM Technology, Social CRM Technology Features
Subjects business studies
HSG Classification contribution to scientific community
HSG Profile Area SoM - Business Innovation
Refereed Yes
Date 7 August 2014
Publisher Association for Information Science
Place of Publication AIS Electronic Library (AISeL)
Page Range 1-10
Number of Pages 10
Title of Book Proceedings of the 20st Americas Conference on Information Systems (AMCIS 2014)
Event Title 20st Americas Conference on Information Systems (AMCIS 2014)
Event Location Savannah, Georgia
Event Dates 07.-10.08.2014
ISBN 978-0-692-25320-5
Official URL http://aisel.aisnet.org/amcis2014/SocioTechnicalIs...
Depositing User Torben Küpper
Date Deposited 30 May 2014 13:29
Last Modified 12 Apr 2017 14:44
URI: https://www.alexandria.unisg.ch/publications/231871

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Citation

Küpper, Torben; Jung, Reinhard; Lehmkuhl, Tobias & Wieneke, Alexander: Features for Social CRM Technology - An Organizational Perspective. 2014. - 20st Americas Conference on Information Systems (AMCIS 2014). - Savannah, Georgia.

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https://www.alexandria.unisg.ch/id/eprint/231871
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