Managing Customer Relationships in the Social Media Era: Introducing the Social CRM House
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Cites background from "Managing Customer Relationships in ..."
...These findings illustrate that brand and customer relationship management (see Malthouse et al. 2013 in this special issue) are conceptually linked in a social media environment....
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614 citations
Cites background from "Managing Customer Relationships in ..."
...In the social media era, the term “social CRM,” in which firms engage in managing customer relationships through social media, is gaining prominence (Malthouse et al. 2013)....
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References
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"Managing Customer Relationships in ..." refers background in this paper
...We consider social media as a group of Internetbased applications that allow the creation and exchange of user generated content (Kaplan and Haenlein 2010)....
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...They can also include this information in models predicting churn....
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...Keywords: Customer relationship management; Social media; Engagement; Information technology; Customer insight; Employees; Key performance indicator...
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3,616 citations
"Managing Customer Relationships in ..." refers background in this paper
...McAfee and Brynjolfsson (2012) argue that “big data” enable companies to make decisions on the basis of evidence rather than rely solely on intuition....
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