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Social Customer Relationship Management Platform

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SCRM Platform

SCRM Platform

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Transcript

  • 1. SCRM Platform
    RollyMaulanaAwangga
  • 2. CRM Principle
    Gather Contact with every detail
  • 3. Why with Social?
    Social CRM takes social media data
    Dinamic data integration contact
  • 4. Rolly SCRM Platform Model
  • 5. Flow Map ProcessSignup
  • 6. Flow Map ProcessLogin
  • 7. TahapanAnalisis
    Memodelkandengan D&S
  • 8. Social Network Analysis
    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