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Dissertation example - The influence of Social Media on Customer Relationship Management

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Masters
Dissertation
Marketing
Pages 40 (10040 words)
The Influence of Social Media on Customer Relationship Management: Critical Factors for Customer Engagement By February 2012 UNIVERSITY OF SOUTHAMPTON SCHOOL OF MANAGEMENT MASTERS DISSERTATION Table of Contents Table of Contents i List of Figures iv Acknowledgements v Declaration of Originality vi Abstract viii CHAPTER 1: BACKGROUND AND OBJECTIVES 1 1.1 Overview 3 1.2 Background 4 1.3 Research motivation 5 1.4 Research Questions 6 1.5 Research Aim 7 1.6 Research Objectives 8 1.7 Chapter Summary 8 CHAPTER 2: LITERATURE REVIEW 9 2.1 Social Media and Customer Engagement 10 2.2 Social CRM or the New CRM 12 2.3 Customer Engagement on Social CRM 15 2.4 Social CRM and Organisations 18 2…

Extract of sample

y and the Embedding of Social CRM into Business Functions and the Organisational Whole 24 Acknowledgements Declaration of Originality DISSERTATION SUBMISSION FORM Student’s family name: First names: Student ID No: Course: Supervisor: Dissertation Title: The Influence of Social Media on Customer Relationship Management: Critical Factors for Customer Engagement Declaration I certify that this dissertation is my own work. I have read the University regulations concerning plagiarism. I am willing to allow the university to use my dissertation as a sample for future students. ...
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