Title: Social customer relationship management, election and political campaign

Authors: Muhammad Anshari; Mohammad Nabil Almunawar

Addresses: School of Business and Economics, Universiti Brunei Darussalam, Jalan Tungku Link, BE1410, Brunei ' School of Business and Economics, Universiti Brunei Darussalam, Jalan Tungku Link, BE1410, Brunei

Abstract: Managing public interest and opinion are challenging tasks for political party in high intense political competition. Customer relationship management (CRM)'s strategies provide an important source of tools and mechanism that politicians can utilise to manage and even engage them in political campaigning activities effectively. CRM with social media enabled has capacity to empower public to adopt a proactive role in political campaigns. This paper examines empirical evidence of the impact of CRM with social media enabled on the 2014 Indonesian presidential election by examining the candidates' level of engagement via social media and their CRM's strategies. This study builds on recent reviews of social networks concerning Indonesian elections. The study portrays the significant of social media and its impacts towards political activities. We employed a meta-analysis that most importantly linked papers and articles. We developed the analysis into the proposed model based on their CRM's strategies.

Keywords: politics; Web 2.0; campaign; big data; Indonesia; social networks; customer relationship management; CRM.

DOI: 10.1504/IJECRM.2018.096239

International Journal of Electronic Customer Relationship Management, 2018 Vol.11 No.4, pp.332 - 346

Available online: 13 Nov 2018 *

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