Social Customer Relationship Management (CRM) is a new paradigm in e-business environment that enables businesses to collaboratively manage customer expectations via social technologies. It combines the capabilities of social media with traditional CRM software in order that businesses better engage their customers. Implementation of social CRM systems continues to drive changes in organizations; however, the implementation attempts often lead to failure, partially due to the lack of readiness to change or resistance toward change. This study aims at developing a framework to determine change management requirements for successful implementation of social CRM in the organizations. To this end, a comprehensive literature review is done and semi-structured interviews are conducted to develop the initial framework. Best–Worst Method is applied to calculate the weights of each change requirement. Finally, the stage of change management process to which each of the identified sub-factors is related are determined. The proposed framework contains requirements such as ‘content of change’, ‘context of change’, ‘individual’, and ‘process’; for each, a set of sub-factors is defined. It suggests the change management requirements of social CRM implementation based on the sequential stages of Lewin’s model. The proposed framework is presented as a guideline for successful implementation of social CRM.

社交客户关系管理（CRM）是电子商务环境中的一种新范式，它使企业可以通过社交技术协作管理客户期望。它将社交媒体的功能与传统的CRM软件相结合，以使企业更好地吸引客户。社会CRM系统的实施继续推动组织的变革。但是，实施尝试通常会导致失败，部分原因是缺乏更改准备或对更改的抵抗。这项研究旨在开发一个框架，以确定在组织中成功实施社交CRM的变更管理要求。为此，进行了全面的文献综述，并进行了半结构化访谈以开发初始框架。最佳-最差方法用于计算每个变更要求的权重。最后，确定与每个已识别子因素相关的变更管理过程的阶段。提议的框架包含诸如“变更的内容”，“变更的上下文”，“个人”和“过程”之类的要求；对于每个，定义了一组子因子。它提出了基于Lewin模型的顺序阶段的社会CRM实施的变更管理要求。提出的框架是成功实施社交CRM的指南。“个人”和“过程”；对于每个，定义了一组子因子。它提出了基于Lewin模型的顺序阶段的社会CRM实施的变更管理要求。提出的框架是成功实施社交CRM的指南。“个人”和“过程”；对于每个，定义了一组子因子。它提出了基于Lewin模型的顺序阶段的社会CRM实施的变更管理要求。提出的框架是成功实施社交CRM的指南。