Implementing social customer relationship management

How Companies are Implementing Social Customer Relationship Management: Insights From Two Case Studies

The Social Web offers a realm of opportunities for the interaction with customers. For the first time many companies have the opportunity to directly and immediately contact consumers or other stakeholders regardless of their position in the value chain. Among the opportunities are: to obtain more comprehensive market insights, to interact in real-time or to incorporate consumers into the servi...

Business-IT Alignment in PSS Value Networks - Linking Customer Knowledge Management to Social Customer Relationship Management

Offering a PSS that is based on co-creating value with customer, starts with understanding customer needs. Customer understanding is realized through the process of managing customer knowledge across a PSS value network. In this respect, customer knowledge management (CKM) is seen as a core business capability. We extend the notion of CKM capability to a PSS value network, defining it as a valu...

KLM’s Customer Relationship Management

Customer relationship management

Customer Relationship Management