Social Customer Relationship Management (Social CRM)

Alt, Rainer; Reinhold, Olaf

doi:10.1007/s12599-012-0225-5

Cited by 31 publications

(13 citation statements)

References 9 publications

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“…This could, for instance, be facilitated by social media monitoring and sophisticated detection tools (see e.g. Alt & Reinhold, 2012), which allow for intervening at the very beginning when eWOM with negative sentiment is generated.…”

Section: Discussionmentioning

confidence: 99%

More fans at any cost? Analysing the economic effects of the ratio of fans to non-fans in a customer portfolio considering electronic word of mouth

Banz

Grosswiele

Huber

et al. 2016

Journal of Decision Systems

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Consumers in online social networks increasingly rely on electronic word of mouth (eWOM) when making purchase decisions. Recent research suggests positive effects of the resulting strong exposure of fans to eWOM on cash flows. Consequently, companies follow the popular belief that they should maximise their number of fans by intensively promoting their fan pages. However, even though the sentiment of eWOM on fan pages is prevailingly positive, sheer maximisation of fans in a customer portfolio must be critically reflected upon: while fans yield higher expected cash flows than non-fans, the associated risk in terms of these cash flows' volatility might also be considerably higher. Thus, diversifying risk by keeping a share of non-fans -or even increasing it -might be economically reasonable. By drawing on a portfolio selection theory-based model and real-world data, this paper analyses the ratio of fans to non-fans and its economic effects in customer portfolios.

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Section: Discussionmentioning

confidence: 99%

More fans at any cost? Analysing the economic effects of the ratio of fans to non-fans in a customer portfolio considering electronic word of mouth

Banz

Grosswiele

Huber

et al. 2016

Journal of Decision Systems

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“…These solutions have different requirements regarding user interface and interaction (e.g., gesture and voice interaction) than back-end applications. In particular, systems for social CRM (Alt and Reinhold 2012), hybrid customer interaction applications, and mobile app stores are required.…”

Section: Framework For Hybrid Customer Interactionmentioning

confidence: 99%

Hybrid Customer Interaction

Nüesch

Alt

Puschmann³

2015

Bus Inf Syst Eng

Self Cite

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“…By combining traditional CRM with social media, social CRM offers the opportunity to strengthen customer relationships, reduce costs, and develop new customer segments (Woodcock, Green and Starkey, 2011). Although initial research on social CRM can be found (see, for example, Alt & Reinhold, 2012), results have, thus far, rarely been published in leading IS journals and conference proceedings. Besides open questions regarding data protection, analyses based on data obtained from OSN are confronted with several validity issues (Alt & Reinhold, 2012).…”

Section: New Potential Applications Of Osn Implicate Challenges For Cmentioning

confidence: 99%

“…Although initial research on social CRM can be found (see, for example, Alt & Reinhold, 2012), results have, thus far, rarely been published in leading IS journals and conference proceedings. Besides open questions regarding data protection, analyses based on data obtained from OSN are confronted with several validity issues (Alt & Reinhold, 2012). Even though first papers on specific data quality dimensions such as currency can be found (Probst & Görz, 2013), more research is needed to develop methods to measure data quality in OSN.…”

Section: New Potential Applications Of Osn Implicate Challenges For Cmentioning

confidence: 99%

A Review of Information Systems Research on Online Social Networks

Berger

Klier²,

Klier³

et al. 2014

CAIS

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Over the last decade, online social networks have evolved into a global mainstream medium with increasing social, organizational, and economic impact. This paper provides a structured overview of Information Systems research on this outstanding techno-social phenomenon of the 21 st century via a structured literature review. Based on our search in information systems journals and conference proceedings that resulted in 510 papers, we carve out and assess the knowledge and the research fields that have been predominantly addressed and impacted by the information systems research community so far. Moreover, we identify research gaps that future research should address. We analyze how the academic discussion on online social networks developed in the information systems literature over time, which publication outlets are most receptive to research on online social networks, which research areas have already been covered by information systems research on online social networks, and what potential future research areas exist that have not been covered by information systems research yet. We hope that our results will stimulate and guide future research in this field.

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Social Customer Relationship Management (Social CRM)

Cited by 31 publications

References 9 publications

More fans at any cost? Analysing the economic effects of the ratio of fans to non-fans in a customer portfolio considering electronic word of mouth

More fans at any cost? Analysing the economic effects of the ratio of fans to non-fans in a customer portfolio considering electronic word of mouth

Hybrid Customer Interaction

A Review of Information Systems Research on Online Social Networks

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