Essays about: "social media and customer relationship management"

Showing result 11 - 15 of 33 essays containing the words social media and customer relationship management.

1. 11. The Consequences of Consumer Brand Hate - A Case Study of Anti-branding Websites in the Airline Industry

   University essay from Lunds universitet/Företagsekonomiska institutionen

   Author : Lisa Scheider; Brittany Purkis; [2016]
   Keywords : Brand Hate; Anti-branding; Airline Industry; Consumer Brand Relationship CBR ; Consumer Complaint Behavior; Brand Avoidance; Consumer Dissatisfaction; Customer Service Quality.; Business and Economics;

   Abstract : Title: The Consequences of Consumer Brand Hate: A Case Study of Anti-branding Websites in the Airline Industry Seminar Date: May 30, 2016 Course: BUSN39 - Degree Project in Global Marketing Authors: Brittany Purkis, Lisa Scheider Advisor: Annette Cerne Keywords: Brand Hate, Anti-branding, Airline Industry, Consumer Brand Relationship (CBR), Consumer Complaint Behavior, Brand Avoidance, Consumer Dissatisfaction, Customer Service Quality. Purpose: The purpose of the study is to draw further understanding and investigate the hate relationship between a particular company and consumers and to develop theory in this area of study that has grown in relevance. READ MORE

3. 12. Airline Brands on Twitter: Discovering What Consumers Value to Create a Stronger Social CRM Strategy

   University essay from Lunds universitet/Företagsekonomiska institutionen

   Author : Emily Widen; Jane Macfarlane-Grieve; [2015]
   Keywords : Business and Economics;

   Abstract : Abstract Title: Airline Brands on Twitter: Discovering What Consumers Value to Create a Stronger Social CRM Strategy Date of the Seminar: June 2nd, 2015 Course: BUSN39. Degree project in global marketing Authors: Jane Macfarlane-Grieve Emily Widen Advisors: Christian Koch, PhD Keywords: Social Customer Relationship Management, Communication, Twitter, Airline, Customer Satisfaction Thesis purpose: The objective of this research paper is to gain a clear understanding of consumer attitudes and expectations whilst engaging in conversation with airline brands on the social media platform Twitter. READ MORE

4. 13. The Impact of Social Media as a Customer Relationship Management Tool : A B2B Perspective

   University essay from Karlstads universitet/Handelshögskolan

   Author : Olga Buss; Gabriel Begorgis; [2015]
   Keywords : Customer Relationship Orientation; CRM; CRM in b2b; Social Media; Social media in b2b; Social CRM; Social CRM in b2b; Customer Relationship Performance;

   Abstract : This study explores the association between the Customer Relationship Orientation of a company, their Social Media Use through Social Customer Relationship Management Capabilities, with Customer Relationship Performance in order to determine if Social Media can be used as an effective Customer Relationship Management tool in a business-to-business context. In addition, the research will explain if the company’s expectations conform to the customer’s experience. READ MORE

5. 14. Multichannel Integration: The Case of Infor

   University essay from Högskolan i Gävle/Avdelningen för ekonomi

   Author : Jimmy Gyllenskepp; Jacob Jönsson; [2015]
   Keywords : multichannel integration; customer relationship management; CRM channels; B2B case study;

   Abstract : This study’s aim is to examine how companies integrate their multiple CRM channels to enhance the relationships with the customers. A qualitative method was used and the collection of data was conducted from eleven interviews. The interviews were semi-structured with open-ended questions. READ MORE

6. 15. Social Relationship Management - A case study of customer relationships in a social media context

   University essay from Lunds universitet/Institutionen för tjänstevetenskap

   Author : David Tiderius; [2015]
   Keywords : Social CRM; Customer Relationships; Brand Equity; Co-Creation; Facebook.; Business and Economics;

   Abstract : Introduction: Social CRM is a relatively new concept that is considered an extension of traditional CRM – performed through social medias. The concept has little prior research and the aim of this paper is to investigate how Social CRM influences the company´s Brand Equity and customer relationships. Research questions: R1. READ MORE