Significance and Benefits of Using Social Media in Customer Relationship Management

This research proposal explores the significance and benefits of using social media in customer relationship management (CRM). It discusses the role of social media tools like Instagram, Twitter, and Facebook in marketing and managing customer information. The proposal also includes research questions and objectives related to the implementation of CRM and social media in business organizations.

Running head: RESEARCH PROPOSAL
Research Proposal:
Significance and Benefits of Using Social Media in Customer Relationship
Management
<<Name of the Student>>
<<Student ID>>
<<Name of the University>>
Author’s note:

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Table of Contents
Chapter 1 Introduction.....................................................................................................................2
Problem statement.......................................................................................................................2
Significance of research...............................................................................................................2
Conceptual Model........................................................................................................................3
Research Questions......................................................................................................................4
Research Objectives.....................................................................................................................4
Definitions of variables................................................................................................................4
Chapter 2 Literature Review............................................................................................................4
Literature review..........................................................................................................................4
Rationale and quality of conceptual model.................................................................................7
Relationships and Hypotheses of conceptual model...................................................................8
Chapter 3 Methodology...................................................................................................................9
Research design justification.......................................................................................................9
Descriptions and Analysis Respondents....................................................................................10
References......................................................................................................................................11

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Chapter 1 Introduction
Problem statement
The efficient formation of the strategies had resulted in the formation of the advanced
process formation and deployment. The implication of the advanced process formation had
formed with the implicated of the improved analysis and management. The customer relationship
management has very helpful for managing the client data using specific methods, technologies,
and strategies. These methods had helpful for making sure that the process was implied with the
implicated of the process process management. The main goal of the organization was to
improve the operations using these technologies and strategies by retaining clients and forming
the management of the client information. However, the organizations have been facing problem
with the implication of the customer relationship management (CRM) as it would deploy the
utilization of the improved process formation and it would deploy the management of the
advanced process formation. The CRM system execution would require many modifications and
improvements for the execution of the process. The information processing would support the
listing of the advanced process completion management. The social media promotions and
marketing had required for the efficient management of the process for the project. The
implication would result in collection of the client information easier for the organization.
Significance of research
The research would collect information regarding the today’s business and economic
progress for the utilization of the customer relationship management (CRM). The implication of
the CRM would form the efficient management of the process. The research had formed with the
implicated of the social media management. The essential role of the social media management

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had embarked with the formation of the advanced process formation and formation. The use of
the social media tools like Instagram, Twitter, and Facebook had helpful in marketing the
products for the formation and management of the information. The operative management of
the activities had formed with the implicated of the advanced and successive management of the
process. The implication of the process had resulted by the formation of the advanced process
formation and management. The formation of the successive implication of the process had
integrated with the formation of the improved innovation and management. The utilization
would support the implication of the efficient process management. The competitive
management of the process had integrated with the formation of the successive formation of the
process and the formation of the efficient process system formation. The social media would
assist in the comparative management of the process for the formation of the successive process
formation management.
Conceptual Model
The conceptual model had developed with the formation of the advanced modernization
and the listing of the advanced process formation. The integration has implied with the formation
of the advanced process formation and formation. The implied process integration had developed
with the formation of the implied process performance management. The implication has implied
with the formation of the advanced process formation and management. The conventional days
of the advertising in the methods can thrive for the management of the social media sphere. The
accessing of the process had integrated with the implicated of the implied management process.
The implication of the process had resulted by the formation of the advanced process formation
and management. The mobile users and internet provider of the efficient formation management
process had formed with the implicated of the successful process management. The numerous

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organizations of have implied the CRM for automating the marketing, sales, contact center,
process flow, location based services, artificial intelligence, and human resource management.
The main purpose of CRM implication is the management of the implied management formation.
The operative management of the activities had formed with the implicated of the advanced and
successive management of the process. The formation of the successive implication of the
process had integrated with the formation of the improved innovation and management. The
utilization would support the implication of the efficient process management.
Research Questions
The research questions for the project would include,
a) What are the benefits of implementing the CRM in the business process
organizations?
b) What is the effectiveness of using the social media for the CRM implementation?
Research Objectives
 To develop the understanding of the benefits of using social media for the CRM
implementation
 To influence the management of the works of business process organization using the
CRM system
 To develop documentation for the execution of the works and compilation of the
improved analysis
Chapter 2 Literature Review
Literature review

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According to Chou (2014), the research would collect information regarding the today’s
business and economic progress for the utilization of the customer relationship management
(CRM). The efficient formation of the strategies had resulted in the formation of the advanced
process formation and deployment. The operative management of the activities had formed with
the implicated of the advanced and successive management of the process. The implication of
the CRM would form the efficient management of the process. Lee and Lee (2017) have
confirmed that the research had formed with the implicated of the social media management. The
implication of the advanced process formation had formed with the implicated of the improved
analysis and management. The essential role of the social media management had embarked with
the formation of the advanced process formation and formation. The implication of the process
had resulted by the formation of the advanced process formation and management. The customer
relationship management has very helpful for managing the client data using specific methods,
technologies, and strategies (Starzyczná, Pellešová & Stoklasa, 2017). The use of the social
media tools like Instagram, Twitter, and Facebook had helpful in marketing the products for the
formation and management of the information. These methods had helpful for making sure that
the process was implied with the implicated of the process management. The main goal of the
organization was to improve the operations using these technologies and strategies by retaining
clients and forming the management of the client information. However, Zhang and Luo (2016)
have pointed out that the organizations have been facing problem with the implication of the
customer relationship management (CRM) as it would deploy the utilization of the improved
process formation and it would deploy the management of the advanced process formation. The
formation of the successive implication of the process had integrated with the formation of the
improved innovation and management. The CRM system execution would require many

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modifications and improvements for the execution of the process (Rodriguez, Peterson & Ajjan,
2015). The utilization would support the implication of the efficient process management. The
information processing would support the listing of the advanced process completion
management. The competitive management of the process had integrated with the formation of
the successive formation of the process and the formation of the efficient process system
formation. The social media promotions and marketing had required for the efficient
management of the process for the project. The social media would assist in the comparative
management of the process for the formation of the successive process formation management
(Rapp & Ogilvie, 2015). The implication would result in collection of the client information
easier for the organization.
The study by Ballings and Van den Poel (2015) have helped in the examination would
gather data with respect to the present business and monetary advancement for the usage of the
client relationship the executives (CRM). The successful improvement of the techniques had
brought about the arrangement of the creative process arrangement and sending. The results of
the CRM would shape the viable administration of the process. The examination had sent with
the implicated of the online networking the executives. The implications of the inventive process
arrangement had framed with the implicated of the enhanced examination and the executives.
According to Agnihotri, Trainor, Itani and Rodriguez, (2017), the fundamental job of the online
networking the executives had left with the arrangement of the creative process arrangement and
improvement. The client relationship the process function has exceptionally useful for dealing
with the customer information utilizing explicit techniques, advancements, and procedures. The
utilization of the internet-based applications like Instagram, Twitter, and Facebook had useful in
displaying the items for the arrangement and the process function of the data. These strategies

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had useful for ensuring that the process was inferred with the implicated of the process procedure
the executives (Harrigan, Soutar, Choudhury & Lowe, 2015). The advanced set of the operations
had sent with the implicated of the creative and progressive administration of the process. The
principle objective of the association was to enhance the activities utilizing these innovations and
procedures by holding customers and shaping the administration of the customer data. The
results of the process had come about by the formation of the creative process arrangement and
the process function. However Cheng and Shiu (2018) have stated that the associations have
been confronting issue with the results of the client relationship the process function (CRM) as it
would send the usage of the enhanced process arrangement and it would convey the
administration of the imaginative process arrangement. The arrangement of the progressive
results of the process had incorporated with the formation of the enhanced advancement and the
process function. The CRM frame process execution would require numerous alterations and
enhancements for the execution of the process (Guha, Harrigan & Soutar, 2018). The use would
bolster the results of the successful process the process function. The data handling would bolster
the posting of the inventive process finish the process function. The aggressive administration of
the process had incorporated with the arrangement of the progressive formation of the process
and the arrangement of the powerful process frame process arrangement. The online networking
advancements and advertising had required for the compelling administration of the process for
the project (Agnihotri, Dingus, Hu & Krush, 2016). The online network would aid the similar
administration of the process for the improvement of the progressive process arrangement the
executives. The suggestion would result in gathering of the customer data less demanding for the
association.
Rationale and quality of conceptual model

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The conceptual model had developed with the formation of the advanced modernization
and the listing of the advanced process formation. The implication has implied with the
formation of the advanced process formation and management. The conventional days of the
advertising in the methods can thrive for the management of the social media sphere. The
accessing of the process had integrated with the implicated of the implied management process.
The rationale of the conceptual model developed for the use of the research methodology had
implied with the implicated of the process was implied with the formation management. The
information formation for the conceptual process function formation had eased with the listing of
the implied process function management.
The numerous organizations of have implied the CRM for automating the marketing,
sales, contact center, process flow, location based services, artificial intelligence, and human
resource management. The operative management of the activities had formed with the
implicated of the advanced and successive management of the process. The formation of the
successive implication of the process had integrated with the formation of the improved
innovation and management. The quality of the conceptual model had evaluated with the
consideration of the advanced tool formation. The deployment of the process for the social media
modulation of the process was listed with the implicated of the influence and formation.
Relationships and Hypotheses of conceptual model
The conceptual model had developed with the formation of the advanced modernization
and the listing of the advanced relationship formation. The integration has implied with the
formation of the advanced process formation and formation. The conventional days of the
advertising in the methods can thrive for the management of the social media sphere. The
accessing of the relationships had integrated with the implicated of the implied management

9RESEARCH PROPOSAL
relationships. The numerous organizations of have implied the CRM for automating the
marketing, sales, contact center, process flow, location based services, artificial intelligence, and
human resource management. The operative management of the activities had formed with the
implicated of the advanced and successive management of the relationships.
The hypothesis of the research based on the social media, CRM, and the implication is
below,
H1: The social media have any significance or benefit in customer relationship
management for the various organizations.
H2: The social media have no significance or benefit in customer relationship
management for the various organizations.
Chapter 3 Methodology
Research design justification
The use of the qualitative analysis of the topic ‘significance or benefit of social media in
customer relationship management for the various organizations’ has been done with the use of
authentic and appropriate journals and articles. The applied model had produced with the
arrangement of the creative modernization and the posting of the imaginative process
arrangement. The suggestion has inferred with the arrangement of the inventive process
improvement and the process function. The regular days of the publicizing in the strategies can
flourish for the administration of the online networking circle. The getting to of the process had
coordinated with the implicated of the suggested administration process. The justification of the
calculated model created for the utilization of the exploration approach had suggested with the

10RESEARCH PROPOSAL
implicated of the process was inferred with the formation the process function. The data
arrangement for the theoretical process arrangement had facilitated with the posting of the
suggested process the executives. The various associations of have suggested the CRM for
mechanizing the promoting, deals, contact focus, process process, area based administrations,
man-made consciousness, and human asset the process function. The agent the process function
of the exercises had conveyed with the implicated of the creative and progressive administration
of the process. The arrangement of the progressive results of the process had incorporated with
the formation of the enhanced advancement and the process function. The nature of the applied
model had assessed with the thought of the inventive apparatus arrangement. The sending of the
process for the internet based network adjustment of the process was recorded with the
implicated of the impact and advancement. The calculated model had created with the
arrangement of the imaginative modernization and the posting of the inventive relationship
arrangement. The incorporation has suggested with the arrangement of the imaginative process
arrangement and advancement. The customary days of the publicizing in the strategies can
flourish for the administration of the web-based social networking circle. The getting to of the
connections had incorporated with the implicated of the suggested administration connections.
The various associations of have inferred the CRM for computerizing the advertising, deals,
contact focus, process, area based administrations, manufactured reasoning, and human asset the
executives. The agent the process function of the exercises had conveyed with the implicated of
the imaginative and progressive administration of the connections.
Descriptions and Analysis Respondents
The information collection done using surveys and getting respondents to answer back
with finalized process formation. The quantitative data is used for ensuring that valid information

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is covered for the management of the successive innovation and management. The mathematical
and statistical process formation would integrated the certain qualitative data modification. The
process of the collection of the information was based on the integration of the advanced process
formation and management. The experimentation, surveys, questionnaire, and direct interviews
would help in the formation of the successful process listing and formation. The various people
processing in the organization would serve the purpose of forming the implication management.

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References
Agnihotri, R., Dingus, R., Hu, M. Y., & Krush, M. T. (2016). Social media: Influencing
customer satisfaction in B2B sales. Industrial Marketing Management, 53, 172-180.
Agnihotri, R., Trainor, K. J., Itani, O. S., & Rodriguez, M. (2017). Examining the role of sales-
based CRM technology and social media use on post-sale service behaviors in
India. Journal of Business Research, 81, 144-154.
Ballings, M., & Van den Poel, D. (2015). CRM in social media: Predicting increases in
Facebook usage frequency. European Journal of Operational Research, 244(1), 248-260.
Cheng, C. C., & Shiu, E. C. (2018). How to enhance SMEs’ customer involvement using social
media: The role of Social CRM. International Small Business Journal,
0266242618774831.
Chou, C. (2014). Social Media Characteristics , Customer Relationship and Brand Equity.
Journal of Applied Business and Economics, 16(1), 128–139.
Guha, S., Harrigan, P., & Soutar, G. (2018). Linking social media to customer relationship
management (CRM): a qualitative study on SMEs. Journal of Small Business &
Entrepreneurship, 30(3), 193-214.
Harrigan, P., Soutar, G., Choudhury, M. M., & Lowe, M. (2015). Modelling CRM in a social
media age. Australasian Marketing Journal (AMJ), 23(1), 27-37.
Lee, S. A., & Lee, M. (2017). Effects of relationship types on customers’ parasocial interactions:
Promoting relationship marketing in social media. Journal of Hospitality and Tourism
Technology, 8(1), 133–147. https://doi.org/10.1108/JHTT-09-2016-0053

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Rapp, A., & Ogilvie, J. (2015). CRM and social media. The Dark Side of CRM: Customers,
Relationships and Management.
Rodriguez, M., Peterson, R. M., & Ajjan, H. (2015). CRM/social media technology: impact on
customer orientation process and organizational sales performance. In Ideas in
Marketing: Finding the New and Polishing the Old (pp. 636-638). Springer, Cham.
Starzyczná, H., Pellešová, P., & Stoklasa, M. (2017). The comparison of Customer Relationship
Management (CRM) in Czech small and medium enterprises according to selected
characteristics in the years 2015, 2010 and 2005. Acta Universitatis Agriculturae et
Silviculturae Mendelianae Brunensis, 65(5), 1767–1777.
https://doi.org/10.11118/actaun201765051767
Zhang, M., & Luo, N. (2016). Understanding relationship benefits from harmonious brand
community on social media. Internet Research, 26(4), 809–826.
https://doi.org/10.1108/IntR-05-2015-0149