Concept of Integration between Social Media and Customer Relationship Management: Impact on business performance and growth

被引：0
作者：
Anwar, Norizan [1 ]
Shuhidan, Shamila Mohamed [1 ]
Noorman, Mohamad [1 ]
机构：
[1] Univ Teknol MARA Selangor, Fac Informat Management, Shah Alam, Malaysia
来源：
ENVIRONMENT-BEHAVIOUR PROCEEDINGS JOURNAL | 2023年 / 8卷
关键词：
Social media; Customer Relationship Management; Business Performance; Growth; Research Framework; TECHNOLOGY; ADOPTION; STRATEGY; CRM;
D O I：
10.21834/e-bpj.v8iSI12.5002
中图分类号：
X [环境科学、安全科学];
学科分类号：
08 ; 0830 ;
摘要：
Companies that successfully integrate Social Media (SocMed) as a tool for their Customer Relationship Management (CRM) will create a synergy that will further enhance business performance and growth. Unfortunately, not many SMEs realize this potential and because of that Social Media adoption for CRM and other purposes among SMEs is still very low. This study aims to develop a research framework of Integration between Social Media utilizations and Customer Relationship Management practices on business performance and growth. The findings will help to formulate strategies on how to further enhance the use of SocMed and CRM to improve business performance and growth.
引用
收藏
页码：11 / 15
页数：5
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