The role of social media in the engagement and information processes of social CRM

Volume: 54, Pages: 102151 - 102151
Published: Oct 1, 2020
Abstract
This study furthers investigation into exactly how Social CRM (S-CRM) is different from traditional CRM, and models the interrelationships between its capabilities. It is underpinned in dynamic capabilities theory, to explain how social media, as a resource all organizations use, can lead to differing performance outcomes. It is underpinned in seminal research into traditional CRM, but which does not cater for the disruptive nature of social...
Paper Details
Title
The role of social media in the engagement and information processes of social CRM
Published Date
Oct 1, 2020
Volume
54
Pages
102151 - 102151
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