Author(s): Mohammad Javad Mosadegh | Mehdi Behboud
Journal: Australian Journal of Business and Management Research
ISSN 1839-0846
Volume: 1;
Issue: 4;
Start page: 63;
Date: 2011;
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Original page
Keywords: CRM | Social CRM
ABSTRACT
This study develops a conceptual framework for applying social networks in usual CRM models. Recent changing in customer relationship theme and putting new media and network-based paradigm into practice makes it imperative to find how social networks affect CRMs. Accordingly, this study explains the role of social networks in customer relationship management by using its analysis, tools and aspects of this concepts based on CRM models. We have provided a SCRM framework that is based on usual CRM models and incorporates Social networks and its tools, methods and analysis. The framework is combination of Social networks concept and traditional CRM concepts.
Journal: Australian Journal of Business and Management Research
ISSN 1839-0846
Volume: 1;
Issue: 4;
Start page: 63;
Date: 2011;
VIEW PDF
DOWNLOAD PDF Original pageKeywords: CRM | Social CRM
ABSTRACT
This study develops a conceptual framework for applying social networks in usual CRM models. Recent changing in customer relationship theme and putting new media and network-based paradigm into practice makes it imperative to find how social networks affect CRMs. Accordingly, this study explains the role of social networks in customer relationship management by using its analysis, tools and aspects of this concepts based on CRM models. We have provided a SCRM framework that is based on usual CRM models and incorporates Social networks and its tools, methods and analysis. The framework is combination of Social networks concept and traditional CRM concepts.
