Yıl 2015, Cilt 1, Sayı 2, Sayfalar 18 - 34 2016-01-21

The Role of Social Media and Mobile Interaction in CRM

Tülin TOMBALAK [1] , Zümrüt SATI [2]

173 620

Abstract— Globalization and the increasing competition as a consequence of globalization leveraged the customers as precious value. Therefore it is necessary to manage customer relations effectively by creating sustainable long term value based relationship, increase employment in this specific area, provide value added services for the customers at every single connection point. Organizations that adopt customer-centric business models perceives it mandatory and tend to adopt new channels to their current communication and interaction systems over social media interact with their social customers through virtual networking, increase their customer database over their social customers, create a transparent communication platform based on trust, provides customer interactions through mobile devices and integrate internal processes to social networking in order to reach these objectives. This study evaluates the new business approaches in social media and mobile technologies in CRM along with the prevailing factors as well as the newly developed social media solutions of the companies that effectively uses social media channel and integrates CRM interaction to mobile device applications. Along with these lines, this document further evaluates the results of the new products, new services and new approaches of the organizations following the generation of innovative solutions through socialization and mobilization of customer interactions.

—Component, crm, social media, social crm, mobile application
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Yazar: Tülin TOMBALAK

Yazar: Zümrüt SATI

Bibtex @ { uittd162252, journal = {The International Journal of Human, Community \& Technology}, issn = {2148-1148}, eissn = {}, address = {İnsan, Toplum ve Teknoloji Derneği}, year = {2016}, volume = {1}, pages = {18 - 34}, doi = {}, title = {The Role of Social Media and Mobile Interaction in CRM}, key = {cite}, author = {SATI, Zümrüt and TOMBALAK, Tülin} }
APA TOMBALAK, T , SATI, Z . (2016). The Role of Social Media and Mobile Interaction in CRM. The International Journal of Human, Community & Technology, 1 (2), 18-34. Retrieved from http://dergipark.gov.tr/uittd/issue/13418/162252
MLA TOMBALAK, T , SATI, Z . "The Role of Social Media and Mobile Interaction in CRM". The International Journal of Human, Community & Technology 1 (2016): 18-34 <http://dergipark.gov.tr/uittd/issue/13418/162252>
Chicago TOMBALAK, T , SATI, Z . "The Role of Social Media and Mobile Interaction in CRM". The International Journal of Human, Community & Technology 1 (2016): 18-34
RIS TY - JOUR T1 - The Role of Social Media and Mobile Interaction in CRM AU - Tülin TOMBALAK , Zümrüt SATI Y1 - 2016 PY - 2016 N1 - DO - T2 - The International Journal of Human, Community & Technology JF - Journal JO - JOR SP - 18 EP - 34 VL - 1 IS - 2 SN - 2148-1148- M3 - UR - Y2 - 2018 ER -
EndNote %0 The International Journal of Human, Community & Technology The Role of Social Media and Mobile Interaction in CRM %A Tülin TOMBALAK , Zümrüt SATI %T The Role of Social Media and Mobile Interaction in CRM %D 2016 %J The International Journal of Human, Community & Technology %P 2148-1148- %V 1 %N 2 %R %U
ISNAD TOMBALAK, Tülin , SATI, Zümrüt . "The Role of Social Media and Mobile Interaction in CRM". The International Journal of Human, Community & Technology 1 / 2 (Ocak 2016): 18-34.