Strategic Customer Relationship Management in the Age of Social Media

Strategic Customer Relationship Management in the Age of Social Media

Amir Khanlari (University of Tehran, Iran)
Release Date: July, 2015|Copyright: © 2015 |Pages: 332
ISBN13: 9781466685864|ISBN10: 1466685867|EISBN13: 9781466685871|DOI: 10.4018/978-1-4666-8586-4


In today's society, organizations are looking to optimize potential social interactions and increase familiarity with customers by developing relationships with various stakeholders through social media platforms.

Strategic Customer Relationship Management in the Age of Social Media provides a variety of strategies, applications, tools, and techniques for corporate success in social media in a coherent and conceptual framework. In this book, upper-level students, interdisciplinary researchers, academicians, professionals, practitioners, scientists, executive managers, and consultants of marketing and CRM in profit and non-profit organizations will find the resources necessary to adopt and implement social CRM strategies within their organizations.

This publication provides an advanced and categorized variety of strategies, applications, and tools for successful Customer Relationship Management including, but not limited to, social CRM strategies and technologies, creation and management of customers' networks, customer dynamics, social media analytics, customer intelligence, word of mouth advertising, customer value models, and social media channel management.

Topics Covered

The many academic areas covered in this publication include, but are not limited to:

  • Creation and Management of Customers' Networks
  • Customer Dynamics
  • Customer Intelligence
  • Data Mining
  • Experience Analytics
  • Social CRM Strategies
  • Social CRM Technologies
  • Social Media Channel Management
  • WOM Advertising

Reviews and Testimonials

Information technology management and business scholars from Iran, India, Australia, Europe, and Ghana provide 14 chapters detailing strategies, applications, techniques, and tools for customer relationship management in the age of social media. They describe strategies, applications, and aspects of customer learning and engagement, including social business models and strategy; social customer relationship management analytics; the impact of social customer relationship management on the customer-orientation process and sales performance; the adoption of Facebook for small and medium-sized enterprises; electronic customer relationship management practices of micro, small, and medium enterprises; the use of social media in higher education institutions; the impact of gamification on customer relationship development in a virtual environment; and more.

– ProtoView Book Abstracts (formerly Book News, Inc.)

Table of Contents and List of Contributors

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Author(s)/Editor(s) Biography

Amir Khanlari is an Assistant Professor in MBA Department, Faculty of Management at University of Tehran, Iran. He is editor of the Quarterly Journal of Business Management. He received his PhD from University of Tehran in Marketing Management in 2011. His research interests include Customer Relationship Management (CRM), Branding, and Business Intelligence. He has published his papers in the Journal of Computers & Industrial Engineering, International Journal of Human Sciences, International Journal of Engineering, Iranian Journal of Accounting & Auditing Review, and several local and international journals. Also, He has published some book chapters in IGI Global, Inc.