Managing customer relationships in the social media era: Introducing the social CRM house
Version 2 2024-06-04, 10:33
Version 1 2013-11-01, 00:00
journal contribution
posted on 2024-06-04, 10:33 authored by EC Malthouse, M Haenlein, Bernd Skiera, E Wege, M ZhangManaging customer relationships in the social media era: Introducing the social CRM house
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Location
Amsterdam, The NetherlandsLanguage
EnglishPublication classification
C Journal article, C1.1 Refereed article in a scholarly journalCopyright notice
2013, Direct Marketing Educational FoundationJournal
Journal of Interactive MarketingVolume
27Pagination
270-280ISSN
1094-9968eISSN
1520-6653Issue
4Publisher
ELSEVIER SCIENCE INCUsage metrics
Keywords
Social SciencesBusinessBusiness & EconomicsCustomer relationship managementSocial mediaEngagementInformation technologyCustomer insightEmployeesKey performance indicatorWORD-OF-MOUTHLIFETIME VALUEUNPROFITABLE CUSTOMERSMARKETING-STRATEGYIMPACTENGAGEMENTBRANDCONSUMERFRAMEWORKACQUISITIONDepartment of Marketing
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