Improving Customer Relations with Social Listening: A Case Study of an American Academic Library

Margaret C. Stewart, Maria Atilano and Christa L. Arnold
Additional contact information
Margaret C. Stewart: University of North Florida, Jacksonville, FL, USA
Maria Atilano: University of North Florida, Jacksonville, FL, USA
Christa L. Arnold: University of North Florida, Jacksonville, FL, USA

International Journal of Customer Relationship Marketing and Management (IJCRMM), 2017, vol. 8, issue 1, 49-63

Abstract: Strategic social media plays a crucial role in contemporary customer relationship management (CRM); however, the best practices for social CRM are still being discovered and established. The ever-changing nature of social media challenges the ability to establish benchmarks; nonetheless, this article captures and shares actions, insights, and experiences of using social media for CRM. This case study examines how an academic library at a mid-size American university located in northeast Florida uses social media to engage in social listening and to enhance CRM. In particular, the social listening practices of this library are highlighted in relation to how they influence and potentially improve CRM. By exploring the practices of this single institution, attempts are made to better understand how academic libraries engage with customers using social media as a CRM tool and ideas for future research in the realm of social media and CRM practices are discussed.

Date: 2017
References: Add references at CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 18/IJCRMM.2017010104 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:igg:jcrmm0:v:8:y:2017:i:1:p:49-63

Access Statistics for this article

International Journal of Customer Relationship Marketing and Management (IJCRMM) is currently edited by Riyad Eid

More articles in International Journal of Customer Relationship Marketing and Management (IJCRMM) from IGI Global
Bibliographic data for series maintained by Journal Editor ().