• Home
  • Subjects
  • Marketing
  • The influence of Social Media on Customer Relationship Management: Critical Factors for Customer Engagement

The influence of Social Media on Customer Relationship Management: Critical Factors for Customer Engagement - Dissertation Example

Only on StudentShare

Extract of sample
The influence of Social Media on Customer Relationship Management: Critical Factors for Customer Engagement

This dissertation presents an examination of influences of social media on CRM and critical factors for customer engagement in an age of social media by presenting salient themes from published literature in a review of relevant literature, and an examination of expert insights acquired from semi-structured interviews involving experts. In an age of ubiquitous computing, customers are becoming more digital oriented and the advent of social media has unleashed far-reaching change in the way in which individuals interact. The social web now represents the enormous power of the collective and online word of mouth presents substantial influences on masses, with Web 2.0 & Web 3.0 characterising emergence of new technologies and business trends. Now, CRM embeds customer centricity, customer engagement, responsiveness, collaborative thinking, customer advocacy and interactivity through social networking. The new social CRM presents business value, and customers are increasingly likely to demand a shift to the new way of doing business. However, social CRM demands investment in new technologies, acquisition of new skills, integration of social CRM with enterprise systems and a shift in managerial thinking towards new matrices. Customer engagement now demands to get to know about what customers are saying on social media, identification of customer needs, deciding about information requirements for customer decision-making, identification of value customers and influencers, etc. ...Show more


The researcher of this dissertation will attempt to examine existing literature and identifiable potential applications / benefits for social media association with CRM to decide about how social media will influence CRM in the future…
Author : isaiah42
Save Your Time for More Important Things
Let us write or edit the dissertation on your topic
"The influence of Social Media on Customer Relationship Management: Critical Factors for Customer Engagement"
with a personal 20% discount.
Grab the best paper

Related Essays

How can a BMW franchise create Customer Engagement through Social Media?
From this research it is clear that BMW has already been making good use of the social media sites. However, in order to increase the customers’ engagement with the brand, the company needs to keep making new social media strategies. It can hire a social media expert who will be responsible to handle the day-to-day affairs of the company.
14 pages (3500 words) Research Paper
Customer Relationship Management Strategies: the Case of Apple and IBM.
Customer relations management is a business operation models that has gained significant application in modern businesses. CRM models define the relationship between a company and its customers in certain economic conditions. The success of a business depends on the quality of its customer relations.
9 pages (2250 words) Research Paper
Customer Relationship Management For The Birmingham New Library
The researcher formulated key objectives that enabled the researcher to offer effective research analysis during the report writing. The report provided detailed information about situation analysis and in this part; the author provided varied strategies such as use of SWOT analysis.
13 pages (3250 words) Essay
Customer relationship management CRM
Hence, a flexible business and marketing strategy is essential for every business houses (Pride and Ferrell, 2012). In the similar way, the business environment of UK is somewhat uncertain and as a result of that companies are required to formulate strategies in a manner that fits with the nature of the environment.
6 pages (1500 words) Essay
The Role of Social Media in Managing Customer Relationships
According to the paper customer Relationship Management is not a new concept. It is major part of the customer centric concept management.The varied CRM techniques will be highlighted and its significance while promoting the products, services through social media marketing will be also analyzed. Finally, the study will deal with the critical analysis, my opinion and the key aspects of the CRM in the usage of social marketing.
17 pages (4250 words) Essay
The role of social media in managing customer relationship
‘Consumerism’ is the pivotal goal or motto of almost all the enterprises in the modern world. Business firms can never be successful in generating economic surplus without enhancing and modifying customer relationships.
15 pages (3750 words) Essay
The Role of Social Media in Managing Customer Relationship?
According to the paper social media is actively growing in the field of advertising. It is a mode of communicating with the customers and builds a long lasting relationship. The customers seek service quality and the view point which is delivered and communicated on the social media as a word of mouth impacts on the purchase decisions of the customers.
18 pages (4500 words) Essay
Olympic games in China
lion in 2005 while customs statistics from the USA indicated that its exports to China were US$16.2billion in 2000 and by 2005, they reached US$41.8 billion. This has made the US export to China the fastest increasing one. Consequently, in the year 2000, China was the fourth
3 pages (750 words) Essay
KOPI Restaurant Social Media Strategy: Results
However, recently the company has re-invented its social media strategies, with the aim of reviving its marketing and management fortunes. The implementation of recommendations made earlier on how to effectively develop and
8 pages (2000 words) Assignment
Find out how much would it cost
to get a custom paper written by a pro under your requirements!
Win a special DISCOUNT!
Put in your e-mail and click the button with your lucky finger
Your email