Revue algérienne d'économie et gestion
Volume 19, Numéro 1, Pages 237-248
2025-06-01
Social Crm At The Service Of Customer Relations: Atm Mobilis Case
Authors : Boulenouar Nassima Ouarda .
Abstract
This article aims to analyze the growing impact of Social CRM (SCRM) in transforming customer relationship management strategies. In the digital age, social networks are no longer limited to communication or promotional tools; They are becoming essential platforms for interaction, listening and co-creation with customers. Social CRM integrates these social medias into a comprehensive relationship management approach, allowing companies to better understand their customers' expectations, be responsive, and strengthen their engagement. These tools have transformed customer relationship management by introducing new models such as E-CRM or social CRM. By leveraging data from social media, organizations can personalize their offerings, anticipate behaviors, and build a more authentic and lasting relationship with their communities. This article explores the contributions, tools and challenges related to the integration of SCRM into managerial practices in the digital age.
Keywords
Digital marketing ; CRM ; SCRM ; Customer relationship management
Les articles similaires
بوسالم أحلام
.
عابد يوسف
.
ص 117-132.
Yahia Zeghoudi
.
pages 74-88.
Said Houari Amel
.
pages 257-268.
