Social Customer Relationship Management Platform

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SCRM Platform

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Social Customer Relationship Management Platform

  1. 1. SCRM Platform<br />RollyMaulanaAwangga<br />
  2. 2. CRM Principle<br />Gather Contact with every detail<br />
  3. 3. Why with Social?<br />Social CRM takes social media data<br />Dinamic data integration contact<br />
  4. 4. Rolly SCRM Platform Model<br />
  5. 5. Flow Map ProcessSignup<br />
  6. 6. Flow Map ProcessLogin<br />
  7. 7. TahapanAnalisis<br />Memodelkandengan D&S<br />
  8. 8. Social Network Analysis<br />Affect/philos/passions (Granovetter, 1985; Krackhardt, 1992; Uzzi, 1999) Frequency/frequent contact (De Burca et al., 2001; Granovetter, 1985) Reciprocity (Granovetter, 1985; Portes and Sensenbrenner, 1993; Powell,1990; Uzzi, 1999)Trust/enforceable trust (Portes and Sensenbrenner, 1993; Powell, 1990; Uzzi, 1996)Complementarity (Powell, 1990)Accommodation/adaptation (Powell, 1990)Indebtedness/imbalance (Powell, 1990)Collaboration (Powell, 1990)Transaction investments (Powell, 1990)Strong history (Powell, 1990)Fungible skills (Powell, 1990)Expectations (Portes and Sensenbrenner, 1993)Social capital (Portes and Sensenbrenner, 1993)Bounded solidarity (Portes and Sensenbrenner, 1993)Lower opportunistic behavior (Provan, 1993)Density (Staber, 1994)Maximize relationship over org. (Powell and Smith-Doerr, 1994)Fine-grained information transfer (Uzzi, 1996)Problem solving (Uzzi, 1996)Duration (De Burca et al., 2001; Uzzi, 1999)Multiplexity(De Burca et al., 2001; Uzzi, 1999)Diffusion (MacLean, 2001)Facilitation (MacLean, 2001)Personal involvement (De Burca et al., 2001)Low formality (few contracts) (De Burca et a<br />

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