E-CRM : une nouvelle révolution pour la relation client à l’ère de la digitalisation - Cas d’Optimum Télécom Algérie « Djezzy »-

Karima  ZIDANE; Mohand Ouamer  ALIZIANE

doi:10.34118/djei.v10i1.219

Karima ZIDANE Université de Bouira
Mohand Ouamer ALIZIANE Université de Bouira

DOI: https://doi.org/10.34118/djei.v10i1.219

Keywords: digital marketing, customer relationship management, E-CRM, social CRM, mobile CRM

Abstract

This article aims to show the important role of digital technology including digital marketing in the optimization and development of customer relationships by being a means of multi-channel communication, either through the presentation of rich content on websites, or through the pages on social networking sites and even by offering additional services via mobile applications, these tools and others, which allow continuous interaction and communication with customers, have revolutionized customer relationship management by the emergence of new models such as E-CRM, social and mobile CRM.

Downloads

Download data is not yet available.

References

(1) Kannan, P.K., Hongshuang , A. L. (2016) . “Digital marketing: A framework, review and research agenda”. International Journal of Research in Marketing.22-24.

(2) Gupta P. (2012). “A study of new technological innovations in digital marketing and its awareness and usage level in organizations at delhi-NCR”. VIEWPOINT. 3(1). pp 57-65.

(3) Çizmeci,F., Ercan, T.(2015). “ The Eﬀect of Digital MarketngCommunicaton Tools in the Creation Brand Awareness By Housing Companies”. MEGARON. 10(2). 149-161.

(4) Kotler, P., Kevin, L.K., Manceau, D. (2015). Marketing Management. 15th Ed. Paris: Pearson France.

(5) Ryan, D., Jones, C. (2009). Understanding Digital Marketing: Marketing strategies for engaging the digital generation. Great Britain: Kogan Page.

(6) Scheid, F., Vaillant, R., De Montaigu, G. (2012). Le marketing digital. , paris : Eyrolles.

(7) Fariborzi,E., Zahedifard, M.(2012). “E-mail Marketing: Advantages, Disadvantages and Improving Techniques’’. International Journal of e-Education, e-Business, e-Management and e-Learning. 2(3). 232-236.

(8) Kotler, P., Kevin, L.K., Manceau, D. (2015). Marketing Management. 15th Ed. Paris: Pearson France.

(9) Vinerean, S., Cetina, I., Dumitrescu, L., Tichindelean,M.(2013). “The Effects of Social Media Marketing on Online Consumer Behavior”. International Journal of Business and Management. 8(14). 66-79.

(10) Scheid, F., Vaillant, R., De Montaigu, G. (2012). Le marketing digital. , paris :Eyrolles.

(11) Ahuja, V., Medury, Y.(2012). “Corporate blogs as e-CRM tools – Building consumer engagement through content management”. Database Marketing & Customer Strategy Management.17(2). 91-105.

(12) Kenneth C.Y. (2011). “The Effects of Social Inﬂuence on Blog Advertising Use”. Intercultural Communication Studies. 20(2).131-147.

(13) Yadav, M., Joshi, Y., Rahman, Z. (2015). “Mobile social media: The new hybrid element of digital marketing communications”.Procedia - Social and Behavioral Sciences, vol(189).682-690.

(14) Latto,J. (2014). “Mobile Marketing And Its Implementations”. University of Jyväskylä Department Of Computer Science And Information Systems.

(15) Lamarre,A., Galarneaul, S., Boeck, H.(2012). “Mobile Marketing and Consumer Behaviour Current Research Trend”. International Journal of Latest Trends in Computing. 3(1). 1-9.

(16) Morozan, C., Enache, E., Vechiu, C. (2009). ‘‘Evolution of digital marketing”. Munich Personal REPEC Archive. 1-9.

(17) Mobile Marketing Association. (2007). Understanding Mobile Marketing, Technology & Reach. version1.3. http://www.mmaglobal.com/

(18) Poirier,F., Lehoux,M. (2013). « Étude sur les besoins de compétences dans le développement d’applications mobiles » . Montréal : TechnoCompétences.

(19) Mobile marketing association. (2008). Mobile applications. Version 1.0.http://www.mmaglobal.com/

(21) Léfébure, R., Venturi, G. (2005).Gestion de la relation client. EYROLLES : Paris.

(23) Kotler, P., Armstrong,G., Le Nagard, E., Lardinoit,T. (2007). Principes de Marketing.8ème Ed. Pearson Education: Paris.

(24) Mettagarunagul,M.,Pensiri, P. (2011). “the use of e-crm to enhance customer relationship: the case of Toyota Mahanakorn”. Malardalenuniversity: Sweden.

(25) Kennedy, A. (2006). “Electronic Customer Relationship Management (Ecrm): Opportunities And Challenges In a Digital World”. Irish Marketing Review.18(1). 58-68.

(26) Rosset, C., Sylla, A., Leclercq,D. (2009). e-CRM comment placer internet au cœur de la stratégie client multicanal ?.Solucom group.

(28) Pruthi, A. (2014). “E-CRM Framework: Service to Customer Perspective”. International Journal of Advanced Research in Computer Science and Software Engineering.4(4).1363-1366.

(29) Harb, Y., Abu-Shanab, E. “Electronic Customer Relationship Management (e-CRM) in ZainCompany”.YarmoukUniversity:Jordan.

(31) Lendel,V,.Kubina, M. « New Trends in Customer Relationship Management and their Application in Slovak Enterprises”.Trends Economics And Management. 4(2).19-26.

(32) Harrigana,P., Miles, M. (2014). “From e-CRM to s-CRM. Critical factors underpinning the Social CRM activities of SMEs”. 21th Annual SEAANZ conference proceedings. Sidney.99-114.

(33) Jelonek, D. « The Evolution of Customer Relationship Management System”.Recent Advanced in Computer science.29-33.

(35) Sinisalo,J.(2010).Mobile Customer Relationship Management : A Communication Perspective . University of Oulu for public defence in Arina-Sali.

(36) www.djezzy.dz/djezzy/nous-connaitre/a-propos-de-djezzy, consulté le 10-01-2018.

(37) Communiqué de presse, « Djezzy célèbre son 15e anniversaire sous le signe de la transformation digitale », disponible sur www.djezzy.dz.

E-CRM: a new revolution for customer relations in the digital age - Case of Optimum Telecom Algeria "Djezzy" –

Abstract

Downloads

References