Impact of Social CRM (Customer Relationship Management) On Purchase Decision of Consumer: A Primary Data-Based Study in the E-Commerce Industry

Abstract

In this day of cutting-edge technologies, social media is necessary for a business to remain competitive in the market. Social media may be used to manage and preserve close relationships with customers. This essay's goal is to investigate the various ways that social media aids in the development of management of client relationships. The importance of social media, as well as their use and development, are discussed. A key component of creating a CRM strategy is social media marketing. CRM focuses marketing strategy on the customer, whom it sees as the company's most important asset. Based on case studies and surveys, this essay explores the necessity of moving from standard CRM to social CRM. The researchers are interested in how CRM may develop with social media because social CRM is a relatively new field. The report emphasizes practical examples of how companies can use social media to increase sales and profitability, develop marketing, draw in new customers, maintain them, and develop loyal ones.