Paper Title :Migrating to the Social CRM: Exploring the Motives and Barriers of Social CRM Systems Implementation
Author :Mona Jami Pour
Article Citation :Mona Jami Pour ,
(2017 ) " Migrating to the Social CRM: Exploring the Motives and Barriers of Social CRM Systems Implementation " ,
International Journal of Management and Applied Science (IJMAS) ,
pp. 91-95,
Volume-3,Issue-11
Abstract : Web 2.0 technologies provide new marketing tools and tactics to help businesses attract, convert, and retain
customers. Today, firms are challenged by the rise of social media applications and these new technologies have become as a
vital managerial requirement in customer relationship management (CRM). Social media and web 2.0 technology introduced
social CRM as a new version of CRM strategy. Social CRM is still a relatively new domain in business context and it has
considered as a strategic systems in marketing area leading to an innovative efficient approach. Despite the importance of
social CRM systems adoption, there is no study which identify motives and barriers of social CRM implementation
comprehensively.For fill this research gap, this study tries to analyze relative literature to extract important motives and
barriers and also evaluate and prioritize them regarding experts’ viewpoints. Therefore, the main contribution of this paper is
to explore the drivers and barriers to Social CRM implementation.
Keywords - CRM, Social Media, Social CRM, System Implementation, Technology Adoption
Type : Research paper
Published : Volume-3,Issue-11
DOIONLINE NO - IJMAS-IRAJ-DOIONLINE-10329
View Here
Copyright: © Institute of Research and Journals
|
|
| |
|
PDF |
| |
Viewed - 58 |
| |
Published on 2018-01-31 |
|