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Enhancing Customer Relationships Through Social Media by Transitioning from Traditional to Social CRM

Author

Listed:
  • Geetha
  • C.J.

Abstract

Purpose: In today's technology-driven landscape, social media has become essential for organizations aiming to stay competitive. It serves as a powerful tool for managing customer relationships and maintaining close connections with clients. This paper explores the impact of social media on the evolution of customer relationship management (CRM), focusing on the importance of social networks and their increasing prominence. Adapting to this growing trend of social media integration is crucial for organizations seeking to thrive in the modern market. Design/Methodology/Approach: The integration of social media into marketing strategies is highlighted as a key component in enhancing CRM practices. With CRM centered around prioritizing the customer, marketing efforts are increasingly tailored to this focus. Through case studies and survey data, the paper investigates the shift from traditional CRM to social CRM. Findings: Despite its emergence as a relatively new field, there is significant interest in how CRM can evolve alongside social media. The research underscores various ways in which companies can leverage social media to boost sales, profitability, advertising efforts, customer acquisition, retention, and loyalty. Practical Implications: Adapting to this growing trend of social media integration is crucial for organizations seeking to thrive in the modern market. Originality/Value:

Suggested Citation

  • Geetha & C.J., 2024. "Enhancing Customer Relationships Through Social Media by Transitioning from Traditional to Social CRM," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(3), pages 112-120.
  • Handle: RePEc:ers:ijebaa:v:xii:y:2024:i:3:p:112-120
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    More about this item

    Keywords

    Social media; Customer Relationship Management (CRM); Social CRM; marketing strategy; customer retention.;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software
    • D83 - Microeconomics - - Information, Knowledge, and Uncertainty - - - Search; Learning; Information and Knowledge; Communication; Belief; Unawareness
    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes
    • L21 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - Business Objectives of the Firm

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