Research Project - Concept of Social Media
Added on 2020-10-23
42 Pages11552 Words108 Views
Research Project
Table of ContentsCHAPTER 1: INTRODUCTION....................................................................................................11.1 Research overview............................................................................................................11.2 Background of research....................................................................................................11.3 Rationale of Research.......................................................................................................21.4 Research Aim...................................................................................................................21.5 Research Objectives.........................................................................................................21.6 Research Question............................................................................................................21.7 Timescales........................................................................................................................3..........................................................................................................................................................3CHAPTER 2 : LITERATURE REVIEW ......................................................................................42.1 Concept of social media...................................................................................................42.2 Importance of social media in build relationship with customers....................................52.3 The relationship between social media and building relationship with large number ofcustomers at global level........................................................................................................6CHAPTER 3: RESEARCH METHODOLOGY.............................................................................83.1 Type of Investigation........................................................................................................83.2 Research Philosophy........................................................................................................83.3 Research approach............................................................................................................83.4 Data sampling...................................................................................................................93.5 Data collection..................................................................................................................9CHAPTER 4: DATA ANALYSIS................................................................................................10CHAPTER 5: RECOMMENDATION..........................................................................................22CHAPTER 6: ETHICS..................................................................................................................22CHAPTER 7: REFLECTION........................................................................................................22CHAPTER 8: CONCLUSION......................................................................................................23REFERENCES..............................................................................................................................25.......................................................................................................................................................42
Title: The implications of digital technologies on Cleenol Group Ltd.CHAPTER 1: INTRODUCTION1.1 Research overviewConcept of digital technology is important for business organization because it providevarious opportunities to attain high growth and success at market place. Implementation ofdigital technology help small business organization to improve their performance level as itchange whole process of the company. With the help of this, company can easily make theiractivities smart and advanced as well (Pansari and Kumar, 2017). It also provide support to firmat the time of delivering quality products and services by understanding customers needs andwants. Social media is crucial tool which play crucial role in delivering right products to rightcustomers. With the use of social media, company can easily communicate with large number ofcustomers. Current research is based on Cleenol Group Ltd, is operate as their business at smalllevel. This company operate as a manufactures which provide oven cleaners, brooms, floor care,hand soaps and many more to its customers. The main aim of this company is to capture widearea market by serving quality products and services to customers as per their needs and wants.Along with this, present research is discussed about social media in building relationship withlarge number of customers at a global level. Research also cover specified aims and objectivesand hypothesis with literature review. Appropriate research methods and approaches are alsomentioned in this research for analysing data and information. 1.2 Background of researchIn the modern era, social media is one of the important way to communicate with largenumber of people with the purpose of making better relationship. In organizational context, useof social media is also beneficial because it help in improving customers experience towards thecompany products and services. Along with this, social media also allow customers to give theirreviews and feedback on company products and services (Verhoef, Kannan and Inman, 2015) .By this, firm can easily invite loyalty customers by developing their trust towards the companyproducts. As per high competition in market, social media is an important tool through whichfirm enhance their productivity level by delivering quality products and services to its targetcustomers. Cleenol Group Ltd is suppliers of cleaning and hygiene products. In this, the mainaim of this company is to enhance their productivity level by capturing customers attention1
towards their quality products and services. For this, they needs to effectively use social mediatool with the purpose of attaining potential growth and position at market place. Mainly companyserve household products like, floor care, hand soaps, oven cleaners, machine dishwashingproducts and so on. Along with this, company also operate across the UK, Middle East and theEurope. By using social media tools such as Facebook, Twitter, Instagram, Cleenol Group Ltdincrease customers base by grabbing their attention towards its products and services. 1.3 Rationale of ResearchThis research is based on the evaluate the impact of social media in building relationshipwith large number of customers at global level. In this context, the main focus of research is onthe social media through which company can easily connect with their customers and make theirpositive performance at market place. With the help of this, researcher can easily enhance theirskills related with the social media by which they can easily improve the chances of attainingpositive outcomes. In case, if the investigator undertake appropriate researcher with the hope ofattaining positive outcomes. 1.4 Research AimIt is one of the important component on which the whole research is based. As it help indetermining the research issue in systematic way. Research aim help researcher for carry out theentire study in effective manner. In this the main aim of this project is “To evaluate the impactof social media in build relationship with customers at a global scale. A case study onCleenol Group Ltd.”1.5 Research ObjectivesIt is also consider as in vital part which is based on the aim of the project. With the helpof this, investigator can easily draw a valid conclusion and attain reliable outcomes. In this thereare some important objectives of research are as follows:To analyse the concept of social media.To determine the importance of social media in build relationship with customers.To define the relationship between social media and building relationship with largenumber of customers at a global level.1.6 Research QuestionHow to analyse the concept of social media?2
What are the importance of social media in build relationship with customers?How to define the relationship between social media and building relationship with largenumber of customers at a global level?1.7 Timescales3
CHAPTER 2 : LITERATURE REVIEW As per current scenario, each and every person are use digital technologies in day to dayactivities for making their life easy and smoother as well. In organisational context,implementation of digital technology is also beneficial for firm to enhance their profitabilitylevel at market place. In this, social media is vital tool for company to communicate with theircustomers (Habibi, Laroche and Richard, 2014). The result will increase the customers base bydelivering them quality products and services. Along with this, the concept of digitalizationrapidly change the entire process of the firm in which company improve their overallperformance level by saving their cost and time. This will directly contribute in making brandimage competitive as compare to its rivals. Social media is important tool for which has variousadvantages for the business organization to enhance customers base by providing them relevantinformation to customers by their offerings. The main advantage of using social media is that, itmakes organization more productive, accessible by connecting with number of customers. Withthe use of this, company can easily improve communication with their customers by connectingwith them. Mainly it gives ability to individuals to communicate instantly and also respondquickly. It also help firm to reach new and existing customers by providing them special offersand at the same time also tracking their responses. Apart from this, above mentioned research questions are also helpful in determiningtheoretical frame work through which investigator can easily overcome from the research issues.In this context, literature review is an important for conducting in depth study which help inanalysing views and opinion of different authors. Along with this, various sources are used byinvestigator with the hope of better understanding about the research objectives. As it help themin gathering accurate information towards the impact of social media in build relationship withcustomers at a global scale.With the help of this, researcher evaluate the way to overcome fromthe issues that are occur within the business organization. 2.1 Concept of social mediaAccording to Cohen and Kietzmann, (2014), social media is also about buildingrelationship with customers because it includes strong presence in which number of people areconnect with each other and share their common interest. Along with this, it is an importantaspect which provide incredible benefits to business organization that aid on reaching number of4
customers at global level. By using social media company can able to invite large number ofcustomers towards its products and services by providing them relevant information. It alsoprovide support organisation to increase brand image. In addition of this, it also includes someimportant tools such as Facebook, Instagram, Twitter and many more. All these are beneficial forCleenol Group Ltd to share positive relation with their customers by communicating with themeffective. This is the main reason through which firm improve their efficiency level and alsobuild manage their performance level at global level. It positively put their impact onorganization and its activities as well because by using this firm make their brand imagecompetitive. In this context, there are some concept of social media on Cleenol Group Ltd are asfollows:Focus on people not technology: Social media is a human discipline which is controlledby the digital channels. Facebook, Twitter all are the major platform through whichcompany interact with their customers and understand their desire towards the products.This will contribute in making positive customers experience towards the company. Build conversation not campaigns: It is consider as an important way to introducequality products for capturing customer interest. With the use of this, Cleenol Group Ltdbuild strong and long term relationship with their consumers by providing them values.Along with this, company also communicate with their customers to understand theirtaste and preferences. By this they easily build positive relationship with their targetconsumers. Add values to the customers life: Social media is an important way to invite number ofpeople towards the company products and services. As Cleenol Group Ltd also use socialmedia to add values within their products for capturing customers attention. In this theyalso share relevant information towards the products to their customers to make theaware. This will help in engaging customers with company and its products as well. 2.2 Importance of social media in build relationship with customersAs per point of view Park and Kim, (2014), social media is an important platformthrough which business organization communicate with their target customers and also tries tomaintain positive relation. As it allow to the business organization reach large number ofcustomers by providing them quality products and services. With the help of this, company caneasily increase their profitability level at market place. Apart from this, social media is an5
effective way to build customers relationship by engaging with customers by sharing product andits information as well. By using social media platform, Cleenol Group Ltd invite large numberof customers by analysing their needs and wants towards the offerings. This will contribute inbuilding strong customers base. In this context, there are some major importance of social mediain building better relationship with customers are as follows:Providence of many communication platforms: Social media is refer to the widerplatform in which number of people are easily communicate and interact with each other.In organizational context, Cleenol Group Ltd also use social media tools such asFacebook, Twitter, Instagram, LinkedIn, Google and many more. All these are importantplatform through which firm easily connect with their target customers and also influencethem to buy company products and services. It help in maintaining good relationship withnumber of customers and also retain them for longer period of time. Platform to provide information about products and company: By using social media,company can easily share relevant information to number of people and also influencethem towards their products and services. With the help of this, Cleenol Group Ltdimprove their performance and profitability level as well.Ascertainment of demands and views of customers: It is also important for businessorganization to evaluate the customer needs and wants. With the assistance of this,Cleenol Group Ltd easily offer right products to right customers at market place. For this,firm interact with their target customers with the aim of providing them quality productsand services as per customers taste and preferences. Thus, all these are help Cleenol Group Ltd to build strong relationship with theircustomers and at the same time also influence them towards the offering. This will directlycontribute in capture customers attention towards the company products and services and at thesame time also enhance their positive brand image at market place.2.3 The relationship between social media and building relationship with large number ofcustomers at global levelAccording to Neuhofer, Buhalis and Ladkin, (2014), social media in today's scenario isplaying a crucial role for companies in building connection between firm and customers. A largenumber of people are connected with each other through these social media platforms andsharing information is easier. 6
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