Effectiveness of Online Social Networks on Customer Retention Via Implementing CRM

Behravan, Navid (2012) Effectiveness of Online Social Networks on Customer Retention Via Implementing CRM. Masters thesis, Multimedia University.

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Abstract

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.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HF Commerce > HF5001-6182 Business > HF5410-5417.5 Marketing. Distribution of products
Divisions: Faculty of Management (FOM) > MBA Programme
Depositing User: Users 1102 not found.
Date Deposited: 04 Dec 2012 06:15
Last Modified: 04 Dec 2012 06:15
URI: http://shdl.mmu.edu.my/id/eprint/3662

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