Integrating social customer relationship management into customer relationship management processes in academic library

Social Customer Relationship Management (SCRM) is a novel concept that unites social media technology with customer relationship management. It is essential that libraries in academic environments and their members require some specific means to strengthen the related communications between instruct...

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Main Author:	Alilou, Farima
Format:	Thesis
Language:	English
Published:	2014
Subjects:	Z Bibliography Library Science Information Resources
Online Access:	http://eprints.utm.my/id/eprint/48487/1/FarimaAlilouMFC2014.pdf
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id	my-utm-ep.48487
record_format	uketd_dc
spelling	my-utm-ep.484872017-06-22T02:37:07Z Integrating social customer relationship management into customer relationship management processes in academic library 2014 Alilou, Farima Z Bibliography. Library Science. Information Resources Social Customer Relationship Management (SCRM) is a novel concept that unites social media technology with customer relationship management. It is essential that libraries in academic environments and their members require some specific means to strengthen the related communications between instructors, students, and librarians of the academic environments. This study aims to integrate SCRM characteristics into CRM processes in the library context. A case study was conducted at UTM library (PSZ). The characteristics of social CRM and CRM processes are explored from several case studies in literature review. The characteristics of SCRM are applied to CRM processes in an initial Library Social Customer Relationship Management (LSCRM) framework. In order to refine and verify the framework, interviews with expert librarians and customers of PSZ library were conducted. Qualitative data analysis was done to finalize the framework. The proposed LSCRM framework mapped SCRM characteristics into CRM processes with some social network tools which are appropriate for PSZ library. This study also made recommendations for improving the existing Customer Relationship Management by applying SCRM concept for PSZ library. The outcomes of this study may pave the way to socializing processes in academic libraries for better connection and relationship with customers. 2014 Thesis http://eprints.utm.my/id/eprint/48487/ http://eprints.utm.my/id/eprint/48487/1/FarimaAlilouMFC2014.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:83694?queryType=vitalDismax&query=Integrating+social+customer+relationship+management+into+customer+relationship+management+processes+in+academic+library&public=true masters Universiti Teknologi Malaysia, Faculty of Computing Faculty of Computing
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	Z Bibliography Library Science Information Resources
spellingShingle	Z Bibliography Library Science Information Resources Alilou, Farima Integrating social customer relationship management into customer relationship management processes in academic library
description	Social Customer Relationship Management (SCRM) is a novel concept that unites social media technology with customer relationship management. It is essential that libraries in academic environments and their members require some specific means to strengthen the related communications between instructors, students, and librarians of the academic environments. This study aims to integrate SCRM characteristics into CRM processes in the library context. A case study was conducted at UTM library (PSZ). The characteristics of social CRM and CRM processes are explored from several case studies in literature review. The characteristics of SCRM are applied to CRM processes in an initial Library Social Customer Relationship Management (LSCRM) framework. In order to refine and verify the framework, interviews with expert librarians and customers of PSZ library were conducted. Qualitative data analysis was done to finalize the framework. The proposed LSCRM framework mapped SCRM characteristics into CRM processes with some social network tools which are appropriate for PSZ library. This study also made recommendations for improving the existing Customer Relationship Management by applying SCRM concept for PSZ library. The outcomes of this study may pave the way to socializing processes in academic libraries for better connection and relationship with customers.
format	Thesis
qualification_level	Master's degree
author	Alilou, Farima
author_facet	Alilou, Farima
author_sort	Alilou, Farima
title	Integrating social customer relationship management into customer relationship management processes in academic library
title_short	Integrating social customer relationship management into customer relationship management processes in academic library
title_full	Integrating social customer relationship management into customer relationship management processes in academic library
title_fullStr	Integrating social customer relationship management into customer relationship management processes in academic library
title_full_unstemmed	Integrating social customer relationship management into customer relationship management processes in academic library
title_sort	integrating social customer relationship management into customer relationship management processes in academic library
granting_institution	Universiti Teknologi Malaysia, Faculty of Computing
granting_department	Faculty of Computing
publishDate	2014
url	http://eprints.utm.my/id/eprint/48487/1/FarimaAlilouMFC2014.pdf
_version_	1747817402333134848

Integrating social customer relationship management into customer relationship management processes in academic library

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