Outsourcing of Social CRM Services in German SMEs

[1]  Rainer Alt,et al.  Social CRM in Digital Marketing Agencies: An Extensive Classification of Services , 2018, 2018 IEEE/WIC/ACM International Conference on Web Intelligence (WI).

[2]  Paul. Greenberg,et al.  CRM at the speed of light : social CRM strategies, tools, and techniques for engaging your customers , 2010 .

[3]  Patrick T. Harker,et al.  Competition and Outsourcing with Scale Economies , 2002, Manag. Sci..

[4]  Ileana Hamburg,et al.  Engaging SMEs in Cooperation and New Forms of Learning , 2013, Comput. Inf. Sci..

[5]  A. Kakabadse,et al.  Outsourcing: Current and future trends , 2005 .

[6]  Grahame Boocock,et al.  The System of Support for SMEs in the UK and Germany , 1994 .

[7]  Anna Gustavsson,et al.  Towards a world of influencers: Exploring the relationship building dimensions of Influencer Marketing , 2018 .

[8]  Maarten van der Zandt,et al.  Social CRM Services in Digital Marketing Agencies: A Preliminary Study on Service Offerings in Germany , 2019, BIS.

[9]  Rainer Alt,et al.  Current Applications of Machine Learning Techniques in CRM: A Literature Review and Practical Implications , 2018, 2018 IEEE/WIC/ACM International Conference on Web Intelligence (WI).

[10]  Murat Çemberci,et al.  The Role of Social Media in Crisis Communication and Crisis Management , 2016 .

[11]  M. Haenlein,et al.  Managing Customer Relationships in the Social Media Era: Introducing the Social CRM House , 2013 .

[12]  María Verónica Alderete,et al.  DO INFORMATION AND COMMUNICATION TECHNOLOGY ACCESS AND INNOVATION INCREASE OUTSOURCING IN SMALL AND MEDIUM ENTERPRISES , 2013 .

[13]  Leslie P. Willcocks,et al.  Governing Sourcing Relationships. A Collection of Studies at the Country, Sector and Firm Level , 2014, Lecture Notes in Business Information Processing.

[14]  Charles G. Jobs,et al.  THE IMPACT OF BIG DATA ON YOUR FIRMS MARKETING COMMUNICATIONS: A FRAMEWORK FOR UNDERSTANDING THE EMERGING MARKETING ANALYTICS INDUSTRY , 2015 .

[15]  Robbert Faase,et al.  Web 2.0 in the CRM domain: defining social CRM , 2011 .

[16]  Andrew N. Green,et al.  Social CRM as a business strategy , 2011 .

[17]  Ilan Oshri,et al.  Global Sourcing of Information Technology and Business Processes - 4th Global Sourcing Workshop 2010, Zermatt, Switzerland, March 22-25, 2010, Revised Selected Papers , 2010, Global Sourcing Workshop.

[18]  Olaf Reinhold,et al.  Social CRM: Biggest Challenges to Make it Work in the Real World , 2016, BIS.

[19]  Injazz J. Chen,et al.  Understanding customer relationship management (CRM): People, process and technology , 2003, Bus. Process. Manag. J..

[20]  Rainer Alt,et al.  Towards an Integrated Architecture and Assessment Model for Financial Sourcing , 2005 .

[21]  Stanley A. Brown.  Customer Relationship Management: A Strategic Imperative in the World of e-Business , 1999 .

[22]  Rainer Alt,et al.  Social-Customer-Relationship-Management (Social-CRM) , 2012, Wirtschaftsinf..