Social Customer Relationship Management

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

Connecting Customer Relationship Management Systems to Social Networks

As the popularity and the commercial potential of social networks such as LinkedIn and Facebook increase, we present a framework that aims to reuse social networks data within a customer relationship management (CRM) application. The framework has been implemented in LinkedInFinder that pulls data from LinkedIn into the Microsoft Dynamics CRM system. Our proof-of-concept implementation demonstr...