A Review of the Impact of Social Media in Customer Relationship Management of Large Corporations in the UK

Haojing Song

doi:10.54254/2754-1169/22/20230302

Research Article

Open access

Published on 13 September 2023

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Song,H. (2023). A Review of the Impact of Social Media in Customer Relationship Management of Large Corporations in the UK. Advances in Economics, Management and Political Sciences,22,144-150.

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A Review of the Impact of Social Media in Customer Relationship Management of Large Corporations in the UK

Haojing Song *^,1,

¹ Qingdao Melton School

* Author to whom correspondence should be addressed.

https://doi.org/10.54254/2754-1169/22/20230302

Abstract

Customer relationship management, abbreviated as CRM, is a concept used in marketing that focuses on the customers’ needs and satisfaction to improve the company's performance. CRM puts the customer at the center of the company's operations, and all the information related to them is considered in making the company's important decisions. In the business world today, technology has changed traditional procedures due to the emergence of the internet and social media channels. Social media has changed everything from lifestyle to business operations. In this context, large and small business organizations are adjusting to the changes by adopting social media in their marketing strategies. It is clear that customers are the only source of current and future profits for the company thus, developing systems that are customer-centered is the new norm in the business world. Traditional CRM uses internal strategies that help understand customer needs, while Social CRM uses social media platforms to manage their customers. Integrating social media and CRM has helped companies improve customer interactions and offers ways of managing and measuring social networking for successful customer engagement. This paper aims to review various studies touching on the impacts of social media CRM on large Corporations in the UK.

Keywords

social media, customer relationship management (CRM), social customer relationship management (SCRM), social media platforms, large corporations in the UK

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References

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Cite this article

Song,H. (2023). A Review of the Impact of Social Media in Customer Relationship Management of Large Corporations in the UK. Advances in Economics, Management and Political Sciences,22,144-150.

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About volume

Volume title: Proceedings of the 2023 International Conference on Management Research and Economic Development

Conference website: https://2023.icmred.org/

ISBN：978-1-915371-87-4(Print) / 978-1-915371-88-1(Online)

Conference date: 28 April 2023

Editor：Canh Thien Dang, Javier Cifuentes-Faura

Series: Advances in Economics, Management and Political Sciences

Volume number: Vol.22

ISSN：2754-1169(Print) / 2754-1177(Online)

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