Social Customer Relationship Management Assignment

Added on - Apr 2020

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Running head: SOCIAL CUSTOMER RELATIONSHIP MANAGEMENTSOCIAL CUSTOMER RELATIONSHIP MANAGEMENTName of the StudentName of the UniversityAuthor note
1SOCIAL CUSTOMER RELATIONSHIP MANAGEMENTAbstractThe phenomenon of social web has helped to modify the model of customer service systemsand assists in creating long-term associations between customers and firms. The usage of thesocial media platform and its linkage to many case study samples has been suggested in thisreport paper. The outcomes show that companies utilize the platform of social media to refinetheir customer relationship management.Keywords: Social Media, Social CRM, Social CRM Systems
2SOCIAL CUSTOMER RELATIONSHIP MANAGEMENTTable of Contents1 Introduction...................................................................................................................................42 Dimensions for analyzing SCRM.............................................................................................42.1 CRM processes..................................................................................................................42.2 SCRM activities.................................................................................................................52.3 SCRM resources................................................................................................................52.4 Components in SCRM infrastructures...............................................................................53 Case studies of SCRM implementations..................................................................................53.1 Analysis design and overview...........................................................................................53.2 Findings.............................................................................................................................63.3 Implications on the design of SCRM systems...................................................................74 Conclusions...................................................................................................................................7References........................................................................................................................................8
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