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Social customer relationship management: taking advantage of Web 2.0 and Big Data technologies
dc.contributor.author | Orenga Roglá, Sergio | |
dc.contributor.author | Chalmeta, Ricardo | |
dc.date.accessioned | 2016-10-18T11:28:35Z | |
dc.date.available | 2016-10-18T11:28:35Z | |
dc.date.issued | 2016-08 | |
dc.identifier.issn | 2193-1801 | |
dc.identifier.uri | http://hdl.handle.net/10234/163642 | |
dc.description.abstract | The emergence of Web 2.0 and Big Data technologies has allowed a new customer relationship strategy based on interactivity and collaboration called Social Customer Relationship Management (Social CRM) to be created. This enhances customer engagement and satisfaction. The implementation of Social CRM is a complex task that involves different organisational, human and technological aspects. However, there is a lack of methodologies to assist companies in these processes. This paper shows a novel methodology that helps companies to implement Social CRM, taking into account different aspects such as social customer strategy, the Social CRM performance measurement system, the Social CRM business processes, or the Social CRM computer system. The methodology was applied to one company in order to validate and refine it. | ca_CA |
dc.format.extent | 17 p. | ca_CA |
dc.format.mimetype | application/pdf | ca_CA |
dc.language.iso | eng | ca_CA |
dc.publisher | SpringerOpen | ca_CA |
dc.relation.isPartOf | SpringerPlus, 2016, 5:1462 | ca_CA |
dc.rights | © 2016 The Author(s). This article is distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license, and indicate if changes were made. | ca_CA |
dc.rights | Atribución 4.0 España | * |
dc.rights.uri | http://creativecommons.org/licenses/by-sa/4.0/ | * |
dc.subject | Social customer relationship management | ca_CA |
dc.subject | Customer engagement | ca_CA |
dc.subject | Web 2.0 technologies | ca_CA |
dc.subject | Big Data technologies | ca_CA |
dc.title | Social customer relationship management: taking advantage of Web 2.0 and Big Data technologies | ca_CA |
dc.type | info:eu-repo/semantics/article | ca_CA |
dc.identifier.doi | http://dx.doi.org/10.1186/s40064-016-3128-y | |
dc.rights.accessRights | info:eu-repo/semantics/openAccess | ca_CA |
dc.relation.publisherVersion | http://springerplus.springeropen.com/articles/10.1186/s40064-016-3128-y | ca_CA |
dc.type.version | info:eu-repo/semantics/publishedVersion |
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Excepto si se señala otra cosa, la licencia del ítem se describe como: © 2016 The Author(s). This article is distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license, and indicate if changes were made.