Incorporating social customer relationship management in negotiation
by Kim Cheng Patrick Low; Muhammad Anshari
International Journal of Electronic Customer Relationship Management (IJECRM), Vol. 7, No. 3/4, 2013

Abstract: This paper is to examine the negotiating issues and aspects of emerging Web 2.0 technology in customer relationship management (CRM) namely social CRM or CRM 2.0 helps individual or organisational to exercise multi-channel interactions beyond its traditional mechanism. The social CRM provides entities the ability to broaden services beyond its usual practices, and thus provides a particular advantageous environment to achieve complex goals. It discusses recent trends of social networking sites like Facebook, Tweeter, LinkedIn, etc. as means of e-negotiation. It allows people to have greater control of information flow of interaction. Some cases were analysed to depict recent notion of social networks activities in Indonesia, Singapore, and the Philippines. The implication of this general review is to highlight the status of social networks for negotiation to influence others.

Online publication date: Mon, 30-Jun-2014

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