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The Role of Social Media in Managing Customer Relationship - Essay Example

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The Role of Social Media in Managing Customer Relationship

All strategies at social media are directed by five aspects. These main objectives which the businesses plan to achieve on the social media include becoming popular and visible to the customers, start engaging with the existing and prospect customers, acquiring media attention by engaging with bloggers and journalists, establishing a reputation which promotes word of mouth sales for the business and maximizing the overall sales of the business. All the set objectives are essential to be implemented and they become an essential tool for the business’ social media strategy success. 2.0 THE IMPORTANCE OF SOCIAL MEDIA IN MANAGING CUSTOMER RELATIONSHIP Social media is considered very important for business marketers and being a new phenomenon it is spreading widely as a business development platform. 2.1. SOCIAL MEDIA Social Media is a forum which facilitates interaction of social community and allows the sharing of various contents through different social community based applications. It includes different forms which include blogs, social sites and videos etc (Kim and Ko, 2012). Gaining extensive popularity the business firms and governmental organizations have started using social media as an important communication tool. Social media based marketing requires comparatively less input and it is highly cost effective if managed properly. The claimed immense development of SM can be witnessed from the following statistics (Bosari, 2012): SM is used as a marketing platform by 94% of the businesses which have an organized marketing department. 60% of the marketers constantly devote their time in the development of the SM forum. 85% of businesses which use the SM platform have admitted that...
This essay approves that since recent past messages were communicated to the public through press releases, advertisements and press conferences. Over the years, new methods and channels of communication are developed and social media is one of them. Social media is an active channel which is used for maintaining social society. Social media is considered very important for business marketers and being a new phenomenon it is spreading widely as a business development platform.
This report makes a conclusion that the social community and advertising on the SM affects the consumers buying behavior. Based on the earlier discussion the customers carefully assess the ratings and reviews which have been given to the products or services this attracts the users and establishes their end buying decisions. The decision of the consumers to buy or not to buy the product is referred to as the purchase decision. From various studies it has been derived that the attitudes and the preferences of the consumers towards the Brand is detrimental to measuring the attitude of the customers. The purchase intention is based on the attitude of the customer which develops with the equity. The implications of this research clearly elaborate the significance of Social Media and its contribution in effectively managing customer relationship. From this report an assessment has been developed about the effect of Social Media on customer service, brand loyalty and purchase intention of the customers. It has been noted that worldwide social media is progressing. ...Show more

Summary

This report is a combination of three prime concepts which shows the significance of social media and its impact on the service quality, brand loyalty and the consumer purchase intention which affects the consumers. …
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The Role of Social Media in Managing Customer Relationship essay example
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