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Measuring Social CRM Performance : a Preliminary Measurement Model

Title data

Küpper, Torben ; Eymann, Torsten ; Jung, Reinhard ; Lehmkuhl, Tobias ; Walther, Sebastian ; Wieneke, Alexander:
Measuring Social CRM Performance : a Preliminary Measurement Model.
2015
Event: 12th International Conference on Wirtschaftsinformatik (WI 2015) , 04.03.-06.03.2015 , Osnabrück.
(Conference item: Conference , Paper )

Official URL: Volltext

Abstract in another language

Social Customer Relationship Management (Social CRM) deals with the integration of Web 2.0 and Social Media into CRM. Social CRM is a business strategy supported by technology platforms in order to provide mutually beneficial value for both companies and customers. Gartner has identified Social CRM as one of the top innovation-triggered themes in 2013 [1]. In this context, a constraining factor regarding the implementation of Social CRM and the achievement of its objectives is the lack of an appropriate performance measurement model. Little research has been conducted on the relevant performance factors and Social CRM performance measurement models. To address this gap, the article presents the qualitative part of a two-stage multi-method approach. It comprises findings from a literature review, 15 semi-structured interviews and a consolidation procedure. A preliminary Social CRM performance measurement model is developed containing four performance dimensions, 25 classified Social CRM performance factors and corresponding performance measures.

Further data

Item Type: Conference item (Paper)
Refereed: Yes
Keywords: Social CRM; Social CRM Performance; Social CRM Measurement
Institutions of the University: Faculties > Faculty of Law, Business and Economics
Faculties > Faculty of Law, Business and Economics > Department of Business Administration
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Chair Business Administration VII
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Chair Business Administration VII > Chair Business Administration VII - Univ.-Prof. Dr. Torsten Eymann
Faculties
Result of work at the UBT: Yes
DDC Subjects: 000 Computer Science, information, general works
000 Computer Science, information, general works > 000 Generalities, Science
300 Social sciences > 330 Economics
Date Deposited: 24 Aug 2016 10:48
Last Modified: 24 Aug 2016 10:48
URI: https://eref.uni-bayreuth.de/id/eprint/34134