@article{vallath2014social,
  title = {Social CRM: A Business Case for the Irish Health Insurance Industry},
  author = {Jayadev Vallath and Paula L. Roberts},
  year = 2014,
  url = {https://ibimapublishing.com/articles/JISNVC/2014/977265/},
  journal = {Journal of Internet Social Networking and Virtual Communities},
  volume = (2014),
  pages = 26,
  doi = 10.5171/2014.977265,
  abstract = {Social Customer Relationship Management (Social CRM) is emerging as a major initiative for a number of organisations due to its appeal as a new channel of communication as well as its effectiveness as a customer engagement tool. Though there is growing acceptance of Social CRM, many organisations are not entirely convinced of its suitability due to the difficulty in justifying the Business Case. This paper introduces a framework for validating its Business Case. It is observed that some industries are more suited to Social CRM due to the nature of the business, customer profile and a number of other external factors. This paper focuses on the Irish Health Insurance Industry as a specific example and explores relevant external environmental factors which can influence the Social CRM business case. The research was carried out by studying the existing literature to identify relevant topics which were then analysed based on the current market situation. A team of experts assisted in validating the study and arriving at the level of influence. The research confirms that nine out of the ten external environmental factors examined positively influence the business case for Social CRM.},
  keywords = {Social CRM, CRM, Social Media, Health Insurance},
  note = Article ID: 977265
}