Measuring Social CRM Performance : A Preliminary Measurement Model

Item Type Conference or Workshop Item (Paper)
Abstract

Social Customer Relationship Management (Social CRM) deals with the integration of Web 2.0 and Social Media into CRM. Social CRM is a business strategy supported by technology platforms in order to provide mutually beneficial value for both companies and customers. Gartner has identified Social CRM as one of the top innovation-triggered themes in 2013 [1]. In this context, a constraining factor regarding the implementation of Social CRM and the achievement of its objectives is the lack of an appropriate performance measurement model. Little research has been conducted on the relevant perfor-mance factors and Social CRM performance measurement models. To address this gap, the article presents the qualitative part of a two-stage multi-method approach. It comprises findings from a literature review, 15 semi-structured in-terviews and a consolidation procedure. A preliminary Social CRM performance measurement model is developed containing four performance dimensions, 25 classified Social CRM performance factors and corresponding performance measures.

Authors Küpper, Torben; Eymann, Torsten; Jung, Reinhard; Lehmkuhl, Tobias; Walter, Sebastian & 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
Subjects information management
HSG Classification contribution to scientific community
HSG Profile Area SoM - Business Innovation
Refereed Yes
Date 6 March 2015
Publisher Universität Osnabrück
Page Range 887-901
Number of Pages 15
Title of Book Wirtschaftsinformatik Proceedings 2015
Event Title 12. Internationale Tagung Wirtschaftsinformatik (WI 2015) : Smart Enterprise Engineering
Event Location Osnabrück, Germany
Event Dates 04.-06.03.2015
ISBN 978-3-00-049184-9
Official URL http://aisel.aisnet.org/wi2015/60
Depositing User Torben Küpper
Date Deposited 20 Jan 2015 11:26
Last Modified 23 Aug 2016 11:21
URI: https://www.alexandria.unisg.ch/publications/238666

Download

Full text not available from this repository.

Citation

Küpper, Torben; Eymann, Torsten; Jung, Reinhard; Lehmkuhl, Tobias; Walter, Sebastian & Wieneke, Alexander: Measuring Social CRM Performance : A Preliminary Measurement Model. 2015. - 12. Internationale Tagung Wirtschaftsinformatik (WI 2015) : Smart Enterprise Engineering. - Osnabrück, Germany.

Statistics

https://www.alexandria.unisg.ch/id/eprint/238666
Edit item Edit item
Feedback?