Title: Incorporating social customer relationship management in negotiation

Authors: Kim Cheng Patrick Low; Muhammad Anshari

Addresses: The University of the South Pacific, Suva, Fiji ' School of Business and Economics, Universiti Brunei Darussalam, Jl. Tungku Link Gadong BE 1410, Brunei Darussalam; Department of Informatics, UIN Yogyakarta, Jl. Marsda Adisucipto No. 1, Yogyakarta, Indonesia

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.

Keywords: negotiations; social networks; Web 2.0; CRM 2.0; social CRM; customer relationship management; social networking sites; SNS; e-negotiation; electronic negotiation; Indonesia; Singapore; The Philippines.

DOI: 10.1504/IJECRM.2013.060700

International Journal of Electronic Customer Relationship Management, 2013 Vol.7 No.3/4, pp.239 - 252

Received: 06 Feb 2013
Accepted: 17 Jan 2014

Published online: 26 Apr 2014 *

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