| Title |
Social customer relationship management: taking advantage of Web 2.0 and Big Data technologies
|
|---|---|
| Published in |
SpringerPlus, August 2016
|
| DOI | 10.1186/s40064-016-3128-y |
| Pubmed ID | |
| Authors |
Sergio Orenga-Roglá, Ricardo Chalmeta |
| 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. |
X Demographics
The data shown below were collected from the profiles of 20 X users who shared this research output. Click here to find out more about how the information was compiled.
Geographical breakdown
| Country | Count | As % |
|---|---|---|
| Germany | 2 | 10% |
| Malaysia | 2 | 10% |
| Netherlands | 1 | 5% |
| Spain | 1 | 5% |
| United Kingdom | 1 | 5% |
| Austria | 1 | 5% |
| Australia | 1 | 5% |
| France | 1 | 5% |
| United States | 1 | 5% |
| Other | 2 | 10% |
| Unknown | 7 | 35% |
Demographic breakdown
| Type | Count | As % |
|---|---|---|
| Members of the public | 20 | 100% |
Mendeley readers
The data shown below were compiled from readership statistics for 360 Mendeley readers of this research output. Click here to see the associated Mendeley record.
Geographical breakdown
| Country | Count | As % |
|---|---|---|
| Netherlands | 1 | <1% |
| Unknown | 359 | 100% |
Demographic breakdown
| Readers by professional status | Count | As % |
|---|---|---|
| Student > Master | 60 | 17% |
| Student > Ph. D. Student | 38 | 11% |
| Lecturer | 33 | 9% |
| Student > Doctoral Student | 31 | 9% |
| Student > Bachelor | 30 | 8% |
| Other | 56 | 16% |
| Unknown | 112 | 31% |
| Readers by discipline | Count | As % |
|---|---|---|
| Business, Management and Accounting | 111 | 31% |
| Computer Science | 50 | 14% |
| Economics, Econometrics and Finance | 23 | 6% |
| Engineering | 18 | 5% |
| Social Sciences | 17 | 5% |
| Other | 24 | 7% |
| Unknown | 117 | 33% |
Attention Score in Context
This research output has an Altmetric Attention Score of 16. This is our high-level measure of the quality and quantity of online attention that it has received. This Attention Score, as well as the ranking and number of research outputs shown below, was calculated when the research output was last mentioned on 03 March 2018.
All research outputs
#1,947,044
of 22,886,568 outputs
Outputs from SpringerPlus
#112
of 1,850 outputs
Outputs of similar age
#36,458
of 337,465 outputs
Outputs of similar age from SpringerPlus
#22
of 195 outputs
Altmetric has tracked 22,886,568 research outputs across all sources so far. Compared to these this one has done particularly well and is in the 91st percentile: it's in the top 10% of all research outputs ever tracked by Altmetric.
So far Altmetric has tracked 1,850 research outputs from this source. They typically receive a little more attention than average, with a mean Attention Score of 5.7. This one has done particularly well, scoring higher than 93% of its peers.
Older research outputs will score higher simply because they've had more time to accumulate mentions. To account for age we can compare this Altmetric Attention Score to the 337,465 tracked outputs that were published within six weeks on either side of this one in any source. This one has done well, scoring higher than 89% of its contemporaries.
We're also able to compare this research output to 195 others from the same source and published within six weeks on either side of this one. This one has done well, scoring higher than 88% of its contemporaries.