Effectiveness of Online Social Networks on Customer Retention Via Implementing CRM
This thesis attempts to investigate the efficiency of social network sites and see whether business can use online social network privileges to enhance their customer relationship management through customer interaction,customer engagement and churn prediction identifying dissatisfied customers. The...
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Format: | Thesis |
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2012
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Summary: | This thesis attempts to investigate the efficiency of social network sites and see whether business can use online social network privileges to enhance their customer relationship management through customer interaction,customer engagement and churn prediction identifying dissatisfied customers. The study found that effective social network through each CRM determinant in the conceptual model has a simple linear relationship with customer retention. |
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