title: Social customer relationship management: taking advantage of Web 2.0 and Big Data technologies.
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.
authors.affiliation: Research Group on Integration and Re-Engineering of Systems (IRIS). Departamento de Lenguajes y Sistemas Informáticos, Unversitat Jaume I, Av. de Vicent Sos Baynat s/n, Castellón, Spain.
authors.forename: Sergio
authors.initials: S
authors.lastname: Orenga-Roglá
authors.affiliation: Research Group on Integration and Re-Engineering of Systems (IRIS). Departamento de Lenguajes y Sistemas Informáticos, Unversitat Jaume I, Av. de Vicent Sos Baynat s/n, Castellón, Spain.
authors.forename: Ricardo
authors.initials: R
authors.lastname: Chalmeta
keywords: Big Data technologies; Customer engagement; Social customer relationship management; Web 2.0 technologies