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The influence of Social Media on Customer Relationship Management
Pages 40 (10040 words)
The Influence of Social Media on Customer Relationship Management: Critical Factors for Customer Engagement By Student Name 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
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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