Leverage Social Custo Relationship Management to Elevate Customer Satisfaction and Market Effectiveness
DOI:
https://doi.org/10.63282/3050-922X.IJERET-V6I2P101Keywords:
Social CRM, Customer Satisfaction, Market Effectiveness, Digital Marketing, Customer Engagement, Brand LoyaltyAbstract
With the rise of social media, Customer Relationship Management (CRM) has evolved a lot and morphed into Social Customer Relationship Management (SCRM). SCRM is a social media channel that brings together social media channels and traditional CRM channels to engage, increase brand loyalty, and increase customer satisfaction. This paper aims to investigate the effect of SCRM on market effectiveness and how it contributes to enhancing customer satisfaction. It will also demonstrate the implications for the business with competitive advantages. Finally, it discusses different approaches to applying SCRM, such as sentiment analysis, segmenting customers, personalised marketing and real-time customer support. This paper evaluates the effectiveness of SCRM implementation through qualitative and quantitative analysis in various industries. The findings show that SCRM strategies enable organizations to significantly enhance customer satisfaction, brand trust and market effectiveness. The paper's final section recommends future research and practical applications of SCRM.
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