Vol.11, No.1, February 2022.                                                                                                                                                                           ISSN: 2217-8309

                                                                                                                                                                                                                        eISSN: 2217-8333


TEM Journal



Association for Information Communication Technology Education and Science

Social Customer Relationship Management: A Process Model Approach to Develop a Closer Relationship Between Customer and Company


Gamal Kassem, Evan asfoura, Stefan Willi Hart, Sulaiman Althuwaini


© 2022 Gamal Kassem, published by UIKTEN. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License. (CC BY-NC-ND 4.0)


Citation Information: TEM Journal. Volume 11, Issue 1, Pages 202-209, ISSN 2217-8309, DOI: 10.18421/TEM111-25, February 2022.


Received: 16 June 2021.

Revised:   13 January 2022.
Accepted: 20 January 2022.
Published: 28 February 2022.




With the rise of social networks, blogs and other platforms, where people meet and exchange ideas, the opportunity arises not only to address a group of customers but also to address potential customers individually and directly. Social CRM plays here an important role. Social Customer Relationship Management is using social and media services, techniques, and technology that enable an organization to engage with their customers. Thus, Social CRMs offer companies the chance not only to establish a direct contact with the customer to get a close relationship, but also to collect important information about the customer. This paper analyzes the classical model of social CRM process and presents a new process model idea. The model will provide processes to develop close and intense relationship between customers and companies.


Keywords – Customer relationship management,social costumer relationship management, social network, social media.



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