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All Journal DINAMIKA DOTCOM TEKNOLOGI INFORMASI Prosiding SNATIKA Vol 01 (2011) PROCEEDING IC-ITECHS 2014 SMATIKA JOURNAL OF INFORMATICS AND TELECOMMUNICATION ENGINEERING Information System for Educators and Professionals : Journal of Information System J-Intech (Journal of Information and Technology) INFORMATION SYSTEM FOR EDUCATORS AND PROFESSIONALS : Journal of Information System Elang: Journal Of Interdisciplinary Research Journal of Information Technology Elang: Journal Of Interdisciplinary Research
Koko Wahyu Prasetyo
STIKI Malang
Arts Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Education Engineering Library & Information Science Other

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Journal : SMATIKA

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Penetapan Kerangka Kerja Social Crm Berdasarkan Karakteristik Media Sosial Prasetyo, Koko Wahyu
SMATIKA Vol 3, No 1 (2013)
Publisher : SMATIKA

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Abstract

This research is conducted to analyze and construct a framework for customer relationship management (CRM) practices implementation based on various characteristics of online social media. The framework could be used to analyze the Social CRM domains of social customer insights, marketing, sales, service and support, innovations, collaborations, and customer experiences. It will then be implemented based on prioritization analysis of organization’s activities as well as the maturity of technologies that could support Social CRM implementation within the organization. The framework is expected to produce implementation roadmap for 5 categories of Social CRM practices as well as the relevant social media based on defined priorities of the organization.
Co-Authors Addin Aditya Amelia Arta Aisyah Amy Kartika Sari Bagus Kristomoyo Kristanto Bagus Kristomoyo Kristanto Dedy Ari Purnomo Dedy Ari Purnomo Dewantara, Rizky Galuh Febry Eka Purwiantono Hilman Nuril Hadi Hilman Nuril Hadi Johan Ericka Wahyu Prakasa Khoirun Nafisah Khoirun Nafisah, Khoirun Nadya Rizky Ayyub Tam Nataniel David Tektanto Radi Rusadi Susanto Rizky Galuh Dewantara Rizky Putra Pratamal Sari, Amy Kartika Setiabudi Sakaria Tam, Nadya Rizky Ayyub Tektanto, Nataniel David Yekti Asmoro Kanthi Yudho Prasetyo, Yudho