CALL FOR CHAPTER PROPOSALS
Proposal Submission Deadline: February 20, 2014
Strategic Customer Relationship Management in the Age of Social Media
A book edited by Dr. Amir Khanlari
(University of Tehran, Iran)
To be published by IGI Global: http://bit.ly/1gqfi8a
For release in Advances in Marketing, Customer Relationship Management, and E-Services (AMCRMES) Book Series.
Series Editor: Eldon Y. Li (National Chengchi University, Taiwan & California Polytechnic State University, USA)
ISSN: 2327-5502
The Advances in Marketing, Customer Relationship Management, and E-Services (AMCRMES) Book Series addresses success factors for customer relationship management, marketing, and electronic services and its performance outcomes. This collection of reference source covers aspects of consumer behavior and marketing business strategies aiming towards researchers, scholars, and practitioners in the fields of marketing management.
Introduction
As an emerging discipline, interpretations of Social CRM vary, but the most frequently quoted definition is from Paul Greenberg. He defined it as “a philosophy and a business strategy, supported by a technology platform, business rules, workflow, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It’s the company’s response to the customer’s ownership of the conversation.”
Social CRM is a new approach for organizations that want to optimize the potential of social interactions to get closer to customers. Considering high usage of social networks, businesses are feeling extreme pressure to be where their customers are. Social CRM uses high potential of social media to develop relationships among different stakeholders, including employees, customers and businesses. But getting started with social CRM is comparable to other IT projects. Being multifaceted process, implementing this concept has a high risk and uncertainty. The most common factors associated with social CRM project failures may have included no clear strategy, no measurable objectives, or adopting technology without strategy, defined processes and organizational alignment. So, there is a need for resources and texts to address all aspects of this discipline. This book looks to discuss and address the comprehensive view to this emerging discipline including tools, techniques and strategies.
Objective of the Book
This comprehensive and timely publication aims to be an essential reference source, building on the available literature in the field of social CRM while providing for further research opportunities in this dynamic field for researchers and academicians. And also, it is hoped that this text will provide the resources necessary for professionals to adopt and implement social CRM strategies, processes and techniques.
Target Audience
Interdisciplinary students, faculty members/trainers/professors, research scientists, and as well as professional managers, analysts, consultants will find this book useful.
Recommended topics include, but are not limited to, the following:
� Social CRM strategies
� Social CRM processes and value chain
� Social CRM technologies
� Social CRM best practices
� Creation and management of customers’ networks
� Customer data Integration and analytics on social media
� Customer dynamics and experience analytics on social media
� Customer insight on social media
� Customer intelligence and customer data mining on social media
� Customer knowledge management on social media
� Customer interaction and involvement management on social media
� Customer intimacy on social media
� Customer loyalty, trust and commitment on social media
� WOM advertising on social media
� Customer lifecycle management on social media
� Customer value models on social media
� Customer service and support on social media
� Customer feedback management on social media
� Campaign management on social media
� Social media channel management
Submission Procedure
Researchers and practitioners are invited to submit on or before February 20, 2014, a 2-3 page chapter proposal clearly explaining the mission and concerns of his or her proposed chapter. Authors of accepted proposals will be notified by March 20, 2014 about the status of their proposals and sent chapter guidelines. Full chapters are expected to be submitted by June 15, 2014. All submitted chapters will be reviewed on a double-blind review basis. Contributors may also be requested to serve as reviewers for this project.
Publisher
This book is scheduled to be published by IGI Global (formerly Idea Group Inc.), publisher of the Information Science Reference (formerly Idea Group Reference), Medical Information Science Reference, Business Science Reference, and Engineering Science Reference imprints. For additional information regarding the publisher, please visit www.igi-global.com. This book is anticipated to be released in 2015.
Important Dates
February 20, 2014: Proposal Submission Deadline
March 20, 2014: Notification of Acceptance
June 15, 2014: Full Chapter Submission
August 31, 2014: Review Results Returned
November 15, 2014: Final Chapter Submission
December 15, 2014: Final Deadline
Inquiries can be forwarded to
E-mail: khanlari@ut.ac.ir