Research Paper (undergraduate) from the year 2020 in the subject Communications - Public Relations, Advert..."> Research Paper (undergraduate) from the year 2020 in the subject Communications - Public Relations, Advert..."/>
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Factors Impacting Customer Relationship Performance in Social CRM

Research Paper (undergraduate) from the year 2020 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: A++, , course: Customer Relationship Performance in Social CRM, language: English, abstract: Customer relationship performance results from the successful implementation of CRM, which leads to effective and efficient marketing activities, gaining a competitive advantage, customer loyalty, and ultimately company performance. This study examined customer relationship orientation and CRM capabilities and value creation methods in social networks on customer relationship performance. We used a structured questionnaire to measure the research variables, and the statistical population was the Saipa company's managers in 2020. A structural equation modeling based on linear regression calculation between different variables is used to investigate the relationship between the hypotheses. The study results indicate a significant effect of customer relationship orientation, value creation methods, use of social media, and social information processing on customer relationship performance. Also, customer relationship performance has a significant effect on company performance, while CRM and customer relationship orientation's social capabilities do not.

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30293
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Judul Seri
-
No. Panggil
30293
Penerbit
: GRIN Verlag.,
Deskripsi Fisik
31
Bahasa
ISBN/ISSN
3346276643
Klasifikasi
-
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
Case Study: Saipa Automotive Company
Info Detail Spesifik
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Pernyataan Tanggungjawab
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