Customer Relationship Management and Social Media Marketing Report

This report delves into the critical aspects of customer relationship management (CRM) and social media marketing, encompassing three distinct areas of focus. The first section examines CRM within the UK banking industry, analyzing its current status and offering recommendations for improvement. The second part investigates the impact of social media on customer relations through multiple case studies, shedding light on how businesses utilize social media platforms to engage with their customers effectively. Finally, the report analyzes the influence of new-age social media marketing on women consumers, using a case study of P&G to understand how marketing strategies target this demographic. The report includes research questions, findings, and bibliographical references to support its analysis. This report is designed to provide a comprehensive overview of the role of social media in customer relationships and marketing.

Running head: RESEARCH
RESEARCH
Name of the Student
Name of the University
Author Note

1RESEARCH
1. Customer Relationship Management In Banking Industry Of UK
Background
The customers form a key aspect of any organizational activity and maintaining a sound
relationship with them is very essential. Good customer relationships lead to a better brand image of the
organization and inculcate higher revenues. Hence, the research will be centered on finding the customer
relationship management in the Banking sector in the United Kingdom.
Aim
The aim of the research is to find the manner in which effective relations are built in the banking industry
of the United Kingdom.
Research Questions
1. What is the concept of customer relationship management in the Banking industry of the United
Kingdom?
2. What is the current status of the banking industry in the United Kingdom?
3. What recommendations can be given to the industry?
2. Impact of Social Media in Customer Relationship Management: A Multiple Case Study
Background
The social media is a key platform used by various enterprises. In consideration with this, it is a
tool used by several businesses to communicate with one another and build effective relationships
accordingly. Hence, the study will be focused on finding how the social media is used by various
businesses to manage customer relations.
Aim
The aim of the research is to find the influence of the social media on customer relations.
Research Questions
1. What is the concept of customer relationship management?
2. What is the concept of social media platforms and marketing?
3. What recommendations can be given to the companies to improve the scenario?
3. The impact of new age social media on marketing for women. A case study of P and G
Background
The social media marketing has taken the world by a storm and in consideration of this, it
becomes relatively crucial to understand that, in order to ensure higher sales, the new age social media,
targets the different women customers effectively. Hence, the focus of the study lies on understanding
how the social media marketing is used for communicating with the women customers.

2RESEARCH
Aim
The aim of the research is to understand the influence of the new age social media marketing on
the women in consideration to the case study of the P and G.
Research Questions
1. What is the concept of social media marketing?
2. How does the firm target new age customers?
3. What is the influence of the social media marketing on the new age women customers?
4. What recommendations can be given to P and G?

3RESEARCH
Bibliography
Ashley, C., & Tuten, T. (2015). Creative strategies in social media marketing: An exploratory
study of branded social content and consumer engagement. Psychology &
Marketing, 32(1), 15-27.
Felix, R., Rauschnabel, P. A., & Hinsch, C. (2017). Elements of strategic social media
marketing: A holistic framework. Journal of Business Research, 70, 118-126.
Tuten, T. L., & Solomon, M. R. (2017). Social media marketing. Sage.
Zhu, Y. Q., & Chen, H. G. (2015). Social media and human need satisfaction: Implications for
social media marketing. Business horizons, 58(3), 335-345.