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Features for Social CRM Technology - An Organizational Perspective
ISBN
978-0-692-25320-5
Type
conference paper
Date Issued
2014-08-07
Research Team
IWI5
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.
Project(s)
Language
English
Keywords
Social CRM
Social CRM Technology
Social CRM Technology Features
HSG Classification
contribution to scientific community
HSG Profile Area
SoM - Business Innovation
Refereed
Yes
Book title
Proceedings of the 20st Americas Conference on Information Systems (AMCIS 2014)
Publisher
Association for Information Science
Publisher place
AIS Electronic Library (AISeL)
Start page
1
End page
10
Pages
10
Event Title
20st Americas Conference on Information Systems (AMCIS 2014)
Event Location
Savannah, Georgia
Event Date
07.-10.08.2014
Subject(s)
Division(s)
Eprints ID
231871