S. Jayachandran, S. Sharma, P. Kaufman, and P. Raman, The Role of Relational Information Processes and Technology Use in Customer Relationship Management, Journal of Marketing, vol.69, issue.4, pp.177-192, 2005.
DOI : 10.1509/jmkg.2005.69.4.177

C. Social and . Really, mycustomer.com/selling/crm/paul-greenberg-social-crm-really-really . Accessed, 2015.

A. Parvatiyar and N. Jagdish, Customer Relationship Management: Emerging Practice, Process , and Discipline, Journal of Economic and Social Research, vol.3, issue.2, pp.1-34, 2001.

M. Law, T. Lau, and Y. Wong, From customer relationship management to customer???managed relationship: unraveling the paradox with a co???creative perspective, Marketing Intelligence & Planning, vol.21, issue.1, pp.51-60, 2003.
DOI : 10.1108/02634500010308549

H. Jensen, Antecedents and consequences of consumer value assessments: implications for marketing strategy and future research, Journal of Retailing and Consumer Services, pp.299-310, 2001.
DOI : 10.1016/S0969-6989(00)00036-9

J. N. Sheth and R. S. Sisodia, Marketing productivity: issues and analysis, Journal of Business Research, vol.55, issue.5, pp.349-362, 2002.
DOI : 10.1016/S0148-2963(00)00164-8

K. J. Trainor, J. M. Andzulis, A. Rapp, and R. Agnihotri, Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM, Journal of Business Research, vol.67, issue.6, pp.1201-1208, 2014.
DOI : 10.1016/j.jbusres.2013.05.002

M. Ahearne, R. Jelinek, and A. Rapp, Moving beyond the direct effect of SFA adoption on salesperson performance: Training and support as key moderating factors. Industrial Marketing Management, pp.379-388, 2005.

J. E. Hogan, D. R. Lehmann, M. Merino, R. K. Srivastava, J. S. Thomas et al., Linking Customer Assets to Financial Performance, Journal of Service Research, vol.62, issue.30, pp.26-38, 2002.
DOI : 10.1080/0267257X.1995.9964367

URL : http://www.rug.nl/staff/p.c.verhoef/JSR2002.pdf

D. M. Szymanski and D. H. Henard, Customer Satisfaction: A Meta-Analysis of the Empirical Evidence, Journal of the Academy of Marketing Science, vol.29, issue.1, pp.16-35, 2001.
DOI : 10.1177/0092070301291002

A. Rapp, K. J. Trainor, and R. Agnihotri, Performance implications of customer-linking capabilities: Examining the complementary role of customer orientation and CRM technology, Journal of Business Research, vol.63, issue.11, pp.1229-1236, 2010.
DOI : 10.1016/j.jbusres.2009.11.002

D. L. Hoffman and M. Fodor, Can You Measure the ROI of Your Social Media Marketing? MIT Sloan Management Review, pp.41-49, 2010.

J. H. Kietzmann, K. Hermkens, I. P. Mccarthy, and B. S. Silvestre, Social media? Get serious! Understanding the functional building blocks of social media, Business Horizons, vol.54, issue.3, pp.241-251, 2011.
DOI : 10.1016/j.bushor.2011.01.005

N. Woodcock, A. Green, and M. Starkey, Social CRM as a business strategy, Journal of Database Marketing & Customer Strategy Management, vol.18, issue.1, pp.50-64, 2011.
DOI : 10.1057/dbm.2011.7

N. Roberts and V. Grover, Investigating firm's customer agility and firm performance: The importance of aligning sense and respond capabilities, Journal of Business Research, vol.65, issue.5, pp.579-585, 2012.
DOI : 10.1016/j.jbusres.2011.02.009

N. Melville, K. Kraemer, and V. Gurbaxani, Review: Information Technology and Organizational Performance: An Integrative Model of IT Business Value, MIS Quarterly, vol.28, issue.2, pp.283-322, 2004.
DOI : 10.2307/25148636

R. Srinivasan and C. Moorman, Strategic Firm Commitments and Rewards for Customer Relationship Management in Online Retailing, Journal of Marketing, vol.69, issue.4, pp.193-200, 2005.
DOI : 10.1509/jmkg.2005.69.4.193