Author:
Torben Küpper
Affiliation:
University of St. Gallen, Switzerland
Keyword(s):
Social CRM Measurement Model, Social CRM Measurement, Social CRM, Social CRM Measures.
Related
Ontology
Subjects/Areas/Topics:
Enterprise Information Systems
;
Society, e-Business and e-Government
;
Software Agents and Internet Computing
;
Web 2.0 and Social Networking Controls
;
Web Information Systems and Technologies
Abstract:
Web 2.0 and Social Media provide new opportunities for collaboration and value co-creation. Social Customer Relationship Management (CRM) addresses the opportunities and deals with the integration of Web 2.0 and Social Media within CRM. Social CRM has the potential to enable the, e.g., customer-to-customer support, which results in reducing companies’ service costs. In order to measure the success (e.g., cost-savings) of Social CRM activities (e.g., customer-to-customer support) a Social CRM measurement model is indispensable and a prerequisite step for future research. At present, scholars conduct research on Social CRM measures and attempt to develop a Social CRM measurement model. This paper presents a systematic and rigorous literature review for the research topic – Social CRM measurement model. The major result reveals the lack of extant literature regarding the research topic. The findings disclose the need for a Social CRM measurement model on an evaluation based foundation.