%0 Conference Proceedings
%T Customer Service Experience Through Technology-Enabled Social CRM – An Exploratory Analysis in the Automotive Industry
%+ ESCP Europe Campus Berlin
%+ City & Bits GmbH
%A Baur, Aaron, W.
%A Henne, Johannes, S.
%A Bick, Markus
%Z Part 2: Digital Marketing and Customer Relationship Management
%< avec comité de lecture
%( Lecture Notes in Computer Science
%B 15th Conference on e-Business, e-Services and e-Society (I3E)
%C Swansea, United Kingdom
%Y Yogesh K. Dwivedi
%Y Matti Mäntymäki
%Y M.N. Ravishankar
%Y Marijn Janssen
%Y Marc Clement
%Y Emma L. Slade
%Y Nripendra P. Rana
%Y Salah Al-Sharhan
%Y Antonis C. Simintiras
%I Springer International Publishing
%3 Social Media: The Good, the Bad, and the Ugly
%V LNCS-9844
%P 157-172
%8 2016-09-13
%D 2016
%R 10.1007/978-3-319-45234-0_15
%K Customer relationship management
%K CRM
%K Customer service experience
%K Social CRM
%K Value cocreation
%K Social media
%K Service economy
%Z Computer Science [cs]
%Z Computer Science [cs]/Networking and Internet Architecture [cs.NI]Conference papers
%X In recent years, social media and the Web 2.0 have rapidly gained an increasing popularity. Companies have recognized this development and anticipate higher customer satisfaction, customer loyalty and customer lifetime value through the use of social media for commercial purposes. Social customer relationship management (SCRM) professionalizes the use of social media and aims at value cocreation of companies and their customers. Through a combination of high tech and high touch, this new way of interaction with customers also offers plenty of opportunities to enhance customer service experience.In this inductive, exploratory study, eighteen interviews were held with professionals from several vertical levels of the automotive industry (original equipment manufacturers, suppliers, market research agencies, and strategy consultancies). We aimed at exploring which opportunities, pitfalls and success factors organizations report when using technology-based Social CRM to leverage customer service experience. The findings are then discussed and practical recommendations given.
%G English
%Z TC 6
%Z WG 6.11
%2 https://inria.hal.science/hal-01702194/document
%2 https://inria.hal.science/hal-01702194/file/396007_1_En_15_Chapter.pdf
%L hal-01702194
%U https://inria.hal.science/hal-01702194
%~ IFIP-LNCS
%~ IFIP
%~ IFIP-TC
%~ IFIP-WG
%~ IFIP-TC6
%~ CAMPUS-AAR
%~ AAI
%~ IFIP-WG6-11
%~ IFIP-I3E
%~ IFIP-LNCS-9844