Social media in social CRM: systematic literature review

Marek, Mohamad Noorman and Anwar, Norizan and Ismail, Mohd Nasir and Juwitasary, Hanny and Kurniawan, Yohannes (2022) Social media in social CRM: systematic literature review. Environment-Behaviour Proceedings Journal, 7 (SI10). pp. 1-7. ISSN 2398-4287

Official URL: https://ebpj.e-iph.co.uk/index.php/EBProceedings/i...

Identification Number (DOI): 10.21834/ebpj.v7iSI10.4102

Abstract

Social CRM has become a concept that changes traditional CRM into technological CRM that uses web 2.0 or social media to engage with the customer. SM usage growth is so rapid that companies compete to use social media as their marketing to improve engagement and services to their customers. This research aims to find the role of SM and factors that can measure the influence of SM in S-CRM. This study uses SLR to identify the parts of SM in the industry that implements social CRM and measurement that comes out of the TOE, TAM and IS success models

Metadata

Item Type:	Article
Creators:	Creators Email / ID Num. Marek, Mohamad Noorman mnoorman@uitm.edu.my Anwar, Norizan norizan8027@uitm.edu.my Ismail, Mohd Nasir nasir733@uitm.edu.my Juwitasary, Hanny UNSPECIFIED Kurniawan, Yohannes UNSPECIFIED
Subjects:	H Social Sciences > HF Commerce > Customer services. Customer relations H Social Sciences > HF Commerce > Electronic commerce
Divisions:	Universiti Teknologi MARA, Selangor > Puncak Perdana Campus > Faculty of Information Management
Journal or Publication Title:	Environment-Behaviour Proceedings Journal
ISSN:	2398-4287
Event Title:	5th International Conference on Information Science
Event Dates:	19-21 September 2022
Volume:	7
Number:	SI10
Page Range:	pp. 1-7
Keywords:	Social media, Social CRM, Systematic literature review
Date:	November 2022
URI:	https://ir.uitm.edu.my/id/eprint/143092