Managing customer relationships in the social media era: Introducing the social CRM house

Journal of Interactive Marketing

Volumn 27, Issue 4, 2013, Pages 270-280

  Malthouse, Edward C ^a   Haenlein, Michael ^b   Skiera, Bernd ^c   Wege, Egbert ^d   Zhang, Michael ^e  

^a NORTHWESTERN UNIVERSITY   (United States)

^b ESCP EUROPE   (France)

^c GOETHE UNIVERSITY   (Germany)

^d Roland Berger Strategy Consultants   (Germany)

^e HONG KONG UNIVERSITY OF SCIENCE AND TECHNOLOGY   (Hong Kong)

Author keywords

Customer insight; Customer relationship management; Employees; Engagement; Information technology; Key performance indicator; Social media

Indexed keywords

EID: 84888067785     PISSN: 10949968     EISSN: 15206653     Source Type: Journal    
DOI: 10.1016/j.intmar.2013.09.008     Document Type: Article

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