The DOI matches its Crossref record; 7 of the 7 references it cites were found in a registry or an index.
Managing Customer Relationships in the Social Media Era: Introducing the Social CRM House
Open accessAbstract
CRM has traditionally referred to a company managing relationships with customers. The rise of social media, which has connected and empowered customers, challenges this fundamental raison d'etre. This paper examines how CRM needs to adapt to the rise of social media. The convergence of social media and CRM creates pitfalls and opportunities, which are explored. We organize this discussion around the new “social CRM house,” and discuss how social media engagement affects the house's core areas (i.e., acquisition, retention, and termination) and supporting business areas (i.e., people, IT, performance evaluation, metrics and overall marketing strategy). Pitfalls discussed include the organization's lack of control over message diffusion, big and unstructured data sets, privacy, data security, the shortage of qualified manpower, measuring the ROI of social media marketing initiatives, strategies for managing employees, integrating customer touch points, and content marketing.
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Citations
Cites
Users of the world, unite! The challenges and opportunities of Social Media
Kaplan, A. M., & Haenlein, M. (2010) · Business Horizons · doi:10.1016/j.bushor.2009.09.003 · Cited by 17,875
Self-citationCustomer engagement behavior: Theoretical foundations and research directions
van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010) · Journal of Service Research · doi:10.1177/1094670510375599 · Cited by 3,536
Undervalued or overvalued customers: Capturing total customer engagement value
Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmanns, S. (2010) · Journal of Service Research · doi:10.1177/1094670510375602 · Cited by 1,382
Opinion Leadership and Social Contagion in New Product Diffusion
Iyengar, R., Van den Bulte, C., & Valente, T. W. (2011) · Marketing Science · doi:10.1287/mksc.1100.0566 · Cited by 996
The Impact of Marketing-Induced Versus Word-of-Mouth Customer Acquisition on Customer Equity Growth
Villanueva, J., Yoo, S., & Hanssens, D. M. (2008) · Journal of Marketing Research · doi:10.1509/jmkr.45.1.48 · Cited by 559
Referral Programs and Customer Value
Schmitt, P., Skiera, B., & Van den Bulte, C. (2011) · Journal of Marketing · doi:10.1509/jm.75.1.46 · Cited by 455 · cited 1×
“These studies include research on referral behavior and reference value (Kumar, Petersen, and Leone 2010; Schmitt, Skiera, and Van den Bulte 2011) as well as research that compares customers acquired through word-of-mouth to those acquired through other channels (Trusov, Bucklin, and Pauwels 2009;…”
BackgroundSelf-citationCRM in Data-Rich Multichannel Retailing Environments: A Review and Future Research Directions
Verhoef, P. C., Venkatesan, R., McAlister, L., Malthouse, E. C., Krafft, M., & Ganesan, S. (2010) · Journal of Interactive Marketing · doi:10.1016/j.intmar.2010.02.009 · Cited by 160
Self-citation
Cited by
Digital marketing: a framework, review, and research agenda
Kannan, P. K., & Li, H. “. (2017) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2016.11.006 · Cited by 1,707
Social media in marketing: A review and analysis of the existing literature
Alalwan, A. A., Rana, N. P., Dwivedi, Y. K., & Algharabat, R. (2017) · Telematics and Informatics · doi:10.1016/j.tele.2017.05.008 · Cited by 1,123
Li, F., Larimo, J., & Leonidou, L. C. (2021) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-020-00733-3 · Cited by 996
Hollebeek, L. D., & Macky, K. (2019) · Journal of Interactive Marketing · doi:10.1016/j.intmar.2018.07.003 · Cited by 978
Social media engagement behaviour: a uses and gratifications perspective
Dolan, R., Conduit, J., Fahy, J., & Goodman, S. (2016) · Journal of Strategic Marketing · doi:10.1080/0965254x.2015.1095222 · Cited by 720
Metadata
- Authors
- Malthouse, E. C., Haenlein, M., Skiera, B., Wege, E., & Zhang, M.
- Venue
- Journal of Interactive Marketing
- Publisher
- SAGE Publications
- Published
- 2013-11
- Volume
- 27
- Issue
- 4
- Pages
- 270-280
- ISSN
- 1094-9968 (ISSN-L)
- 1520-6653
- OpenAlex
- W2120586626
- Cited by
- 810
- References
- 7
- FWCI
- 123.65
- Type
- journal article
- Language
- en
- Open access
- green
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
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