Social Media in Social CRM: Systematic literature review
DOI:
https://doi.org/10.21834/ebpj.v7iSI10.4102Keywords:
Social Media, Social CRM, Systematic Literature ReviewAbstract
Social CRM has become a concept that changes traditional CRM into technological CRM that uses web 2.0 or social media to engage with the customer. SM usage growth is so rapid that companies compete to use social media as their marketing to improve engagement and services to their customers. This research aims to find the role of SM and factors that can measure the influence of SM in S-CRM. This study uses SLR to identify the parts of SM in the industry that implements social CRM and measurement that comes out of the TOE, TAM and IS success models.
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Copyright (c) 2022 Hanny Juwitasary, Mohamad Noorman Marek, Norizan Anwar, Mohd Nasir Ismail, Yohannes Kurniawan
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