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

Malthouse, Edward C., Haenlein, Michael, Skiera, Bernd, Wege, Egbert and Zhang, Michael 2013, Managing customer relationships in the social media era: introducing the social CRM house, Journal of interactive marketing, vol. 27, no. 4, pp. 270-280, doi: 10.1016/j.intmar.2013.09.008.

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Title Managing customer relationships in the social media era: introducing the social CRM house
Author(s) Malthouse, Edward C.
Haenlein, Michael
Skiera, BerndORCID iD for Skiera, Bernd orcid.org/0000-0001-9285-2013
Wege, Egbert
Zhang, Michael
Journal name Journal of interactive marketing
Volume number 27
Issue number 4
Start page 270
End page 280
Total pages 11
Publisher Elsevier
Place of publication Amsterdam, The Netherlands
Publication date 2013-11
ISSN 1094-9968
1520-6653
Keyword(s) customer relationship management
social media
engagement
information technology
customer insight
employees
key performance indicator
Language eng
DOI 10.1016/j.intmar.2013.09.008
Field of Research 1505 Marketing
HERDC Research category C1.1 Refereed article in a scholarly journal
ERA Research output type C Journal article
Copyright notice ©2013, Direct Marketing Educational Foundation
Persistent URL http://hdl.handle.net/10536/DRO/DU:30099285

Document type: Journal Article
Collections: Faculty of Business and Law
Department of Marketing
2018 ERA Submission
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