You will focus on integrating social media to enhance customer relationships for this assignment.
Prepare a report that analyzes the social factors inherent in customer relationships. Identify the challenges and opportunities that new social media offerings pose to companies. Evaluate how Twitter, Facebook, and other social media can enhance or hurt customer relationships as maintained through effective CRM. Critically analyze the use and role of social media as part of a customer relationship program.
Your report should also include an example and analysis of two successful uses of social media to connect with customers.
Support your paper with a minimum of five sources, at least three of which have been published in the last five years. In addition to these specified resources, other appropriate scholarly resources, including older articles, may be included.
Please include the below references, cite them properly in the body of the paper while also following the instructions listed above:
Harrigan, P., & Miles, M. (2014). From e-CRM to s-CRM. Critical factors underpinning the social CRM activities of SMEs.
https://proxy1.ncu.edu/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=bth&AN=99708049&site=eds-live
Malthouse, E. C., Haenlein, M., Skiera, B., Wege, E., & Zhang, M. (2013). Managing customer relationships in the social media era: Introducing the social CRM House.
https://www.sciencedirect.com.proxy1.ncu.edu/science/article/pii/S1094996813000431
Films Media Group. (2005). Message received: Reaching consumers through permission-based marketing [Video File].
https://proxy1.ncu.edu/login?url=https://digital.films.com.proxy1.ncu.edu/PortalPlaylists.aspx?aid=6281&xtid=37291
Kaizer, G. (2011). The social CRM // The brave new customer relationship management [Video File].
Nilsson, J. (2012). Keys to unlocking Social CRM, Betclic Everest Group – ICE Conf London 2012 [Video File].
