Enhancing Customer Relationship Management in Social Media with Social CRM: A Study on Effective Social CRM Strategies and Guidelines
Malinao, Divina (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024050810247
https://urn.fi/URN:NBN:fi:amk-2024050810247
Tiivistelmä
The study explores integrating and implementing social media platforms in social customer relationship management strategies to improve customer relationships and engagement. The study aims to provide helpful insights into how companies can connect with customers and enhance relationships and engagement while ensuring sustainable growth in the industry. Also, this study analyzes the current trend of social media platforms in modern business.
Through gathered data from theoretical materials and practical examples, this study offers practical guidelines for an effective and successful social CRM implementation in integrating social media platforms. Moreover, this study analyzes internal and external factors of implementing social CRM as well as emphasizes different social CRM tools.
The results of the study highlight the social CRM capabilities in utilizing social media platform potentials to revolutionize customer interactions as well as for businesses to make informed decisions to improve strategies, achieve sustainable growth, enhance customer experience and satisfaction, and drive competitive edge.
Through gathered data from theoretical materials and practical examples, this study offers practical guidelines for an effective and successful social CRM implementation in integrating social media platforms. Moreover, this study analyzes internal and external factors of implementing social CRM as well as emphasizes different social CRM tools.
The results of the study highlight the social CRM capabilities in utilizing social media platform potentials to revolutionize customer interactions as well as for businesses to make informed decisions to improve strategies, achieve sustainable growth, enhance customer experience and satisfaction, and drive competitive edge.