Research output per year
Research output per year
Þ PhD student at The University of Western Australia.
Þ Teaching fellow/Tutor/Guest lecturer at The University of Western Australia
Þ Completed FABLE Teaching Fellowship program, 2018 at The University of Western Australia.
Þ Higher Degree by Research- Business (A research project on Social CRM in startup firms) from The University of Western Australia, WA in 2015
Þ Master of Business Administration (Dual specialization in Marketing & System) from W.B.U.T, India in 2008
Þ Graduate Engineer (Bachelor of Technology) in Electronics & Telecommunication from Dehradun Institute of Technology, India in 2005
Þ NVivo 11
Þ WarpPLS 6.0
The University of Western Australia
Feb’2018 till date
Project Title: Absorbing and adapting to new technologies: Social CRM implementation in SMEs
Social customer relationship management (social CRM/S-CRM) is a growing area of research interest. There has been some research into social CRM in larger organisations, but little attention has been devoted to small and medium-sized enterprises (SMEs). SMEs dominate global economies. This research investigates the adoption and implementation of social CRM and how it can transform marketing capabilities in SMEs. An explanatory sequential a mixed-methods approach is employed, including an online survey of Australian SMEs and a netnography of their social media profiles. The research makes several contributions to theory and practice. It applies absorptive capacity, institutional, and adaptive capability theories to social CRM in the SMEs context. A conceptual model is proposed which will guide SME owners through successful adoption and implementation of social CRM, leading to enhanced customer relationship performance.
Project undertaken in fulfillment of Higher Degree by Research Preliminary (Business)
A research project on 'Social CRM in startup firms' from The University of Western Australia, WA in 2015)
Project Report on: Social CRM in start-up firms
Project Duration: 1 Year
Project objective: A number of research objectives have been outlined in order to inform and guide the study. These are:
Abstract:This study inquires into the domain of social CRM and its implications in the context of SMEs (Small and Medium-sized Enterprises), with particular focus on start-up firms. It sets the context in Perth, Western Australia and examines the SMEs based in Perth and their social CRM strategies, though an in-depth interview based qualitative investigation.
The study builds on three previous works from literature, and three pertinent research objectives are constructed based on them. From the work by Harrigan and Miles (2014), the seven factors underpinning social CRM in SMEs are investigated, compared, and confirmed through the findings from this study. The four Customer Engagement Behaviour (CEB) types as identified by Jaakkola and Alexander (2015) are also explored to assess whether social CRM can enable those CEBs for SMEs. Dynamic capability and its association with IT support to CRM, as investigated by Wang et al. (2013), is examined to assess whether social CRM can be characterized as a dynamic capability in SMEs. And finally, a conceptual framework to guide social media research, as proposed by Aral et al. (2013), is adapted and used to guide the study. Using this framework, the findings from the study are amalgamated and holistically analyzed to assess the levels of social CRM integration in SMEs.
Galaxy InfoTech Pty Ltd, Australia
Web Marketing Specialist
Oct’12 - Jun’17
Galaxy InfoTech is a Perth-based services company established in 2011. It mainly caters to the small and medium size clients and provides software solutions and services around web and mobile application, ecommerce, recruitment and managed services, locally in WA.
Overall responsibility was to strategize and create significant digital presence for the start-up company to establish the brand in the market in its early days. Specific responsibilities included
NIHAR ASSOCIATES, Perth, Australia
Oct’11 - Apr’12
Client: Woodside Energy Ltd
Project Description: Graduate Engineer - Annual and Quarterly Benchmarking
Client: BHP Billiton, Western Australian Iron Ore
Project Description: Quantum Project: Port Extension RAM Development and Analysis
Phoenix Overseas Pvt. Ltd, India
Nov’09 - May’10
Sikri Packaging Corporation, India
Executive (International Marketing)
Jan’09 – Nov’09
In 2015, UN member states agreed to 17 global Sustainable Development Goals (SDGs) to end poverty, protect the planet and ensure prosperity for all. This person’s work contributes towards the following SDG(s):
Marketing, HDR, Social CRM in start-up firms, The University of Western Australia
1 Feb 2015 → 15 Nov 2015
Dual specialization in Marketing & System, Master of Business Administration , West Bengal University of Technology
1 Jun 2006 → 1 Jun 2008
Electronics & Telecommunication, Bachelor of Technology, Dehradun Institute of Technology
1 Jun 2001 → 1 Jun 2005
Research output: Thesis › Doctoral Thesis
Research output: Contribution to journal › Article › peer-review