Thisarticledescribeshowinrecentyears,enterpriseshaveincreasinglyadoptedsocialtechnologies to support customer relationshipmanagement (CRM)practices.To increaseCRMperformance, enterprises have had to develop appropriate social CRM strategies in emerging social network applications.Thisarticleinvestigatesthealignmentbetweensocialnetworkapplicationsandthe“4C strategy”asasocialCRMstrategyinorganizations.Itintendstounderstandhowalignmentinfluences CRMperformance.Atotalof225Taiwanesecompanies,whichhaveadoptedFacebooktointeract withcustomers,weresurveyed.Accordingtotheresults,alignmentbetweenthe4Cstrategyand socialnetworkapplicationshasapositiveandsignificantimpactonCRMperformance.Theresults alsosuggestthatorganizationsrequireahigh-levelintegrationofsocialnetworkapplicationswith the4CstrategytoachievehighCRMperformance. KeywoRdS 4C Strategy, Alignment, CRM Performance, Customer Relationship Management (CRM), Facebook, Social CRM, Social Network Applications

中文翻译：

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使4C战略与社交网络应用程序保持一致以提高CRM的绩效

结果还建议组织需要具有4C策略的社交网络应用程序的高级集成，以实现较高的CRM性能。KeywoRdS 4C战略，一致性，CRM性能，客户关系管理（CRM），Facebook，社交CRM，社交网络应用