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Since its first entry into the literature discussion in the 1980s, customer relationship management (CRM) has found its way into nearly every company. Concepts like personalization, loyalty programs, and customer valuation are used regularly to interact with and prioritize customers. Unsurprisingly, this more widespread use has changed our understanding of CRM substantially and as a consequence, the...
In this era of new technologies, social media is a must for an organization to remain competitive on the market. Social Media is a tool to manage relationships with customers and keep them closer. This paper aims to analyze how social media supports the development of customer relationship management. It is examined the significant role of social media, the use and the rise of social networks. The...
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