Social Media & Its Impact on Crm

Topics: Customer relationship management, Customer service, Social media / Pages: 13 (3214 words) / Published: Nov 5th, 2009
CUSTOMER RELATIONSHIP MANAGEMENT ASSIGNMENT

SOCIAL MEDIA AND ITS IMPACT ON CUSTOMER RELATIONSHIP MANAGEMENT

Word Count: 3132

Submitted in partial fulfillment of the requirement for the Degree of Post Graduate Program In Management by Kunal Verma(08P084) Under the Guidance of Prof. Neelu Bhullar

Management Development Institute, Gurgaon

Contents
Social Media and CRM .................................................................................................................... 3 Impact of Social Media on CRM ...................................................................................................... 4 CRM and Social Media: Maximizing Deeper Customer Relationships ........................................... 5 How social media is changing CRM................................................................................................. 8 Getting the right Social Media for CRM ........................................................................................ 10 Where to do it? ...................................................................................................................... 10 How to do it? ......................................................................................................................... 11 References: ................................................................................................................................... 13

Social Media and CRM
Social media are media designed to be disseminated through social interaction, created using highly accessible and scalable publishing techniques. Social media supports the human need for social interaction, using Internet- and web-based technologies to transform broadcast media monologues into social media dialogues. It supports the democratization of knowledge and information, transforming people from content consumers into content producers. Social media can be said to have three components: 1. Concept (art, information, or



References:  "Social Media: the future of small business marketing," - Constructaquote  Malthouse, Edward C; Bobby J Calder (2005). "Relationship Branding and CRM". -Tim Calkins.  Avanade – White paper  How social media is changing CRM – tdwi - By Ted Cuzzillo  Inside CRM - By Chris Bucholtz

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