Social CRM Adoption and its Impact on Performance Outcomes: a Literature Review
Background and Purpose: Social customer relationship management (social CRM) is an emerging concept that integrates traditional CRM and social media in order to provide benefits for organizations and customers. Despite the benefits that social CRM can bring, many organizations are still at the early...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Sciendo
2015-12-01
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| Series: | Organizacija |
| Subjects: | |
| Online Access: | http://www.degruyter.com/view/j/orga.2015.48.issue-4/orga-2015-0022/orga-2015-0022.xml?format=INT |