Social CRM as a business strategy

Journal of Database Marketing and Customer Strategy Management

Volumn 18, Issue 1, 2011, Pages 50-64

  Woodcock, Neil ^a   Green, Andrew ^a   Starkey, Michael ^b  

^a Customer Framework ^*  (United Kingdom)

^b DE MONTFORT UNIVERSITY   (United Kingdom)

Author keywords

media; networking; social customer relationship management

Indexed keywords

EID: 79955078766     PISSN: 17412439     EISSN: 17412447     Source Type: Journal    
DOI: 10.1057/dbm.2011.7     Document Type: Article

References (13)

1. The Q1 2010 Nielsen study, commissioned by women-focused blog network BlogHer and NBCU's iVillage. Social CRM is the business strategy of engaging customers through social media with goal of building trust and brand loyalty, http://www.customerthink.com/blog/definition-of-social-crm-explained.
2. Consumer sales data and addressable data. Engagement equates to the emotional engagement with a brand, product or service. State of the Nation IV chapter on satisfaction/engagement/commitment, TCF landing page tbc for download. Click on the conference tab to find information about the 2010 conference, http://www.wfanet.org/istanbul/.
3. -2010 The Story of Customer Engagement, http://www.thecustomerframework. com.
4. Comprehensive research study sponsored by WPP and conducted by Milward-Brown, shared by all WPP operating companies. Data collected every year since 1998. 500 000+ consumers/30+ countries. 100+ product and service categories; 16 000+ of the world's global and key local brands. Proprietary analysis undertaken by Ogilvy. This links to a report about the world's most valuable brands, http://www.engagementdb.com/downloads/ENGAGEMENTdb-Report-2009. pdf.
5. January 2010 data from a consumer products company, neil. woodcock@thecustomerframework.
6. This links to an article entitled 'How not to use Twitter: HabitatUK as a case study', http://www.socialmediatoday.com/SMC/103334.
7. A Greenpeace video about how the destruction the rain forests, http://www.greenpeace.org/international/campaigns/climate-change/kitkat/.
8. A Greenpeace video about how the destruction the rain forests, http://www.youtube.com/watch?v=odI7pQFyjso.
9. This links to an article entitled 'The SouthWest Airlines, Kevin Smith social media war - moral of the story', http://www.dailybloggr.com/2010/02/the- southwest-airlines-kevin-smith-social-mediawar-moral-of-the-story/.
10. Krigsman, M. (2009) CRM failure rates 2001-2009. ZDNet August 3, http://www.zdnet.com/blog/projectfailures/crm-failure-rates-2001-2009/4967? tag=content;search-results-rivers.
11. CHAOS Summary 2009, Standish Group, April 2009.
12. Bull, C. (1998) Strategic issues in customer relationship management (CRM) implementation, http://www.e-space.mmu.ac.uk/e-space/bitstream/2173/23552/ 1/BPMJ%202003%20Strategic% 20Issues%20in%20CRM%20Implementation.DOC.
13. Trends in Business Transformation, Capgemini Consulting in conjunction with the economist Intelligence Unit.