Below are three excellent research articles on social CRM and related topics.
This research paper (out of Australia) delves into the nexus between mobile consumerism and eLoyalty programs. A key finding is that companies can increase consumer loyalty by leveraging mobile devices (via apps, I posit) to highly personalize a consumer’s brand experience while facilitating a highly responsive and insightful customer service environment to answer questions, resolve complaints, etc.
Here’s a great nuts-and-bolts presentation by Gartner on fundamental CRM concepts. The presentation includes a vendor analysis and recommendations on implementation. But the feature I liked the best is the discussion on context-aware CRM.
This report is an excellent analysis of social CRM concepts, including an informative discussion of the risks associated with undertaking a corporate-wide social CRM initiative.