Relating Social Media Technologies to Performance: A Capabilities-Based Perspective

@inproceedings{Trainor2012RelatingSM,
  title={Relating Social Media Technologies to Performance: A Capabilities-Based Perspective},
  author={Kevin J. Trainor},
  year={2012}
}
In response to the dramatic social and technological shifts that are now shaping business–customer relationships, businesses are finding it necessary to alter their approach toward customer relationship management (CRM) and develop new capabilities that facilitate customer value co-creation. This paper presents a conceptual framework that extends a traditional view of CRM by incorporating social media technologies, and it suggests how these technologies can lead to greater firm performance… CONTINUE READING

Citations

Publications citing this paper.
SHOWING 1-10 OF 78 CITATIONS

REDEFINING THE SALES CALL

VIEW 5 EXCERPTS
CITES BACKGROUND & METHODS
HIGHLY INFLUENCED

FILTER CITATIONS BY YEAR

2013
2019

CITATION STATISTICS

  • 14 Highly Influenced Citations

  • Averaged 12 Citations per year from 2017 through 2019