Abstract
This paper aims to identify social media monitoring job of software companies, focus on the case of Symantec, and identify the extent to which it is affected Customer Relationship Management by Social Media Monitoring (SMM).
Highlights
Open AccessIn this information era, with the worldwide tremendous usage of internet, social networks and online review platforms becoming increasingly mature, consumers from recipients of information become active communicators; statistics show that social networking site (SNS) has 82% of the internet users worldwide above15 years old to share ideas and opinions about brands or products [1]; and it is ubiquitous that organizations connect social media with business and have its homepages on Facebook, Twitter, and elsewhere [2]
Since the characters of viruses are regular and unexpected, it is worth learning with models of worldwide main security software companies, such as Symantec, Macfee, and IBM, etc., to some certain degree, these companies have achieved some results due to they recognize social media as a tool to engage with customers, evaluate their own or competitors’ products, and even the whole competitive market structure; they use social media monitoring tools to work as a logical workflow in order to follow online comments and requests, and give responses in return [1]
[3] has presented an idea of social Customer Relationship Management (CRM) and introduce a multi-agent framework, which designs and develops social CRM systems based on multi-agent approach made a theoretical contribution to social CRM systems, which is possibly encourage the organizations to employ social CRM systems; as [17] argued social media has become the cornerstone of CRM, lots of researchers have demonstrated it is beneficial for organizations build, develop, and maintain social CRM to improve brand’s image, increase sales and customer loyalty, explore new product from customers’ feedback and so on
Summary
Open AccessIn this information era, with the worldwide tremendous usage of internet, social networks and online review platforms becoming increasingly mature, consumers from recipients of information become active communicators; statistics show that social networking site (SNS) has 82% of the internet users worldwide above15 years old to share ideas and opinions about brands or products [1]; and it is ubiquitous that organizations connect social media with business and have its homepages on Facebook, Twitter, and elsewhere [2]. [1] monitoring is defined as a process of keeping track and in return organization gives responses to online customer reviews, requests, and related information about companies, brands, and results. Since the characters of viruses are regular and unexpected, it is worth learning with models of worldwide main security software companies, such as Symantec, Macfee, and IBM, etc., to some certain degree, these companies have achieved some results due to they recognize social media as a tool to engage with customers, evaluate their own or competitors’ products, and even the whole competitive market structure; they use social media monitoring tools to work as a logical workflow in order to follow online comments and requests, and give responses in return [1]
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