DR. BHUVANESH KUMAR SHARMA

Title:Understanding and managing customer engagement through social customer relationship managementYear: 2021
Authors: Lokesh Arora , Prakash Singh , Vimal Bhatt & Bhuvanesh Sharma Journal: Journal of Decision Systems Publication date: 10th Feb 2021 Publisher: Taylor and Farncis URL: click here Abstract In the present scenario of the globalised digital era, organisations have implemented social media as a methodology of Customer Relationship Management (CRM). Social Customer Relationship Management (SCRM) cultivates a new relationship by engaging customers on social media sites. Old-style CRM is modernizing into SCRM, and the key responsibilities in this new marketing and business environment are Customer Engagement (CE). The present study endeavours to assess how SCRM influences CE by investigating the impact of SCRM on CE and further effect of CE on Customer Loyalty (CL), Customer Retention (CR) and Customer Satisfaction (CS). The research is descriptive in nature and self-administered questionnaire was prepared to attain the stated objectives. Primary data were collected from the diverse group of respondents, edited and analysed with the help of statistical tools SPSS and AMOS −18.0. The study concludes that CE occurs through proper CRM, resulting in CL, CR, and CS.

Title:Understanding and managing customer engagement through social customer relationship managementYear: 2021

Authors: Lokesh Arora , Prakash Singh , Vimal Bhatt & Bhuvanesh Sharma

Journal: Journal of Decision Systems

Publication date: 10th Feb 2021

Publisher: Taylor and Farncis

Abstract

In the present scenario of the globalised digital era, organisations have implemented social media as a methodology of Customer Relationship Management (CRM). Social Customer Relationship Management (SCRM) cultivates a new relationship by engaging customers on social media sites. Old-style CRM is modernizing into SCRM, and the key responsibilities in this new marketing and business environment are Customer Engagement (CE). The present study endeavours to assess how SCRM influences CE by investigating the impact of SCRM on CE and further effect of CE on Customer Loyalty (CL), Customer Retention (CR) and Customer Satisfaction (CS). The research is descriptive in nature and self-administered questionnaire was prepared to attain the stated objectives. Primary data were collected from the diverse group of respondents, edited and analysed with the help of statistical tools SPSS and AMOS −18.0. The study concludes that CE occurs through proper CRM, resulting in CL, CR, and CS.

Name	Designation
Mr. Anand Singh	Administrative Officer
Ms. Jagriti Partho Goswami	Office Superintendent
Mr. Prasanna Pendke	Sr. Supervisor
Mr. Amit Marathe	Sr. Supervisor
Mr. Prakash D Karkar	Supervisor
Mr. Amit Shinde	Supervisor
Ms. Supriya Rahalkar	Supervisor
Ms. Poorva Zende	Supervisor
Mr. Yogesh S. Mane	Sr. Coordinator
Ms. Rucha Desai	Sr. Coordinator
Ms. Roma Kale	Sr. Coordinator
Ms. Deepti Gokhale	Sr. Coordinator
Ms. Margaret Dsouza	Sr. Coordinator
Mr. Gautam S. Mane	Coordinator
Mr. Prasad Bonde	Coordinator
Ms. Anuja Joshi	Coordinator
Mr. Pradeep Chaveria	Coordinator
Mr. Rohit Rane	Assistant Coordinator
Ms. Shilpa Ravalallu	P.A.to Director
Mr. Abhishek Kudale	Office Assistant
Mr. Rajesh Bagewadi	Network Engineer
Ms. Saee H. Gokhale	Sr .Lab Instructor
Mr. Nilesh S Kadam	Lab Instructor
Mr. Sumit Bhoinkar	Accountant
Mr. Avadhoot Joshi	Accountant
Ms. Shital Balkawade	Sr. Accounts Assistant
Ms. Deepti Velhal	Deputy Accountant
Mr. Mukesh Thopate	Office Attendant
Mr. Ashok Mankar	Office Attendant
Mr. Puran Walmiki	Sr. Office Attendant
Mr. Kailash Shinde	Sr. Office Attendant
Mr. Vasant Shitole	Sr. Office Attendant
Mr. Sanjay Takle	Sr. Office Attendant
Mr. Aniket Gugale	Office Attendant
Mr. Ravindra Supe	Office Attendant