About this paper

Appears in:
Pages: 1733-1739
Publication year: 2013
ISBN: 978-84-616-3847-5
ISSN: 2340-1095

Conference name: 6th International Conference of Education, Research and Innovation
Dates: 18-20 November, 2013
Location: Seville, Spain

IMPLEMENTATION OF SOCIAL CRM IN AN AUTOMOTIVE COMPANY: MONITORING CUSTOMERS PREFERENCES AND IMPROVING BRAND AWARENESS

A. Marengo1, A. Pagano2, A. Barbone2

1University of Bari (ITALY)
2Osel Consulting srl (ITALY)
The huge amount of online conversations that arises from the new means of communication between users, if analyzed and capitalized, is an important resource for companies and brands alike. Thus, a fundamental tool for the management of the relationship with customers such as CRM (Customer Relationship Management) seems to be exceeded. The concept of a Social CRM platform was born with the objective of filling the gap between brand and customers connected to various social networks, allowing both parties to achieve tangible benefits from active participation. Specifically, it is a strategic tool that enables companies to manage multiple social networks’ accounts through a single access point, thereby increasing the capacity to generate and manage leads constantly. The main goal of this research project consists of the implementation and experimentation in a target company (automotive field) context of a data model developed after a preliminary study of the state of the art and company’s information system situation, in order to ensure the proper transfer of innovation into business processes.
@InProceedings{MARENGO2013IMP,
author = {Marengo, A. and Pagano, A. and Barbone, A.},
title = {IMPLEMENTATION OF SOCIAL CRM IN AN AUTOMOTIVE COMPANY: MONITORING CUSTOMERS PREFERENCES AND IMPROVING BRAND AWARENESS},
series = {6th International Conference of Education, Research and Innovation},
booktitle = {ICERI2013 Proceedings},
isbn = {978-84-616-3847-5},
issn = {2340-1095},
publisher = {IATED},
location = {Seville, Spain},
month = {18-20 November, 2013},
year = {2013},
pages = {1733-1739}}
TY - CONF
AU - A. Marengo AU - A. Pagano AU - A. Barbone
TI - IMPLEMENTATION OF SOCIAL CRM IN AN AUTOMOTIVE COMPANY: MONITORING CUSTOMERS PREFERENCES AND IMPROVING BRAND AWARENESS
SN - 978-84-616-3847-5/2340-1095
PY - 2013
Y1 - 18-20 November, 2013
CI - Seville, Spain
JO - 6th International Conference of Education, Research and Innovation
JA - ICERI2013 Proceedings
SP - 1733
EP - 1739
ER -
A. Marengo, A. Pagano, A. Barbone (2013) IMPLEMENTATION OF SOCIAL CRM IN AN AUTOMOTIVE COMPANY: MONITORING CUSTOMERS PREFERENCES AND IMPROVING BRAND AWARENESS, ICERI2013 Proceedings, pp. 1733-1739.
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