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New paradigm of digital marketing in emerging markets: from social media to social customer relationship management

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  • Shirin Alavi

Abstract

The purpose of this paper is to explore the usage of Facebook as one of the biggest tools in the promotion of Social Customer Relationship Management. In the last few years, the organisations in the emerging markets like India have witnessed an explosive growth in the tactic and process of building quality social and professional networks and further leveraging them for customer retention and achieving the goals of Social CRM, namely social engagement and social collaboration. Facebook is the most popular social media. It figures out the niche and with proper investment of time and resources via tools and technology provides its customers the best service. It has come out to be one of the biggest tools in promotion of Social CRM. This research paper would primarily focus on the Social CRM strategies adopted by Facebook for improving the organisation-customer interfaces, which also serve as a persuasive technology in business.

Suggested Citation

  • Shirin Alavi, 2016. "New paradigm of digital marketing in emerging markets: from social media to social customer relationship management," International Journal of Management Practice, Inderscience Enterprises Ltd, vol. 9(1), pages 56-73.
    • Handle: RePEc:ids:ijmpra:v:9:y:2016:i:1:p:56-73
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    Cited by:

    1. Valter Afonso Vieira & Marcos Inácio Severo Almeida & Raj Agnihotri & Nôga Simões De Arruda Corrêa Silva & S. Arunachalam, 2019. "In pursuit of an effective B2B digital marketing strategy in an emerging market," Journal of the Academy of Marketing Science, Springer, vol. 47(6), pages 1085-1108, November.
    2. Sanaz Farhangi & Habib Alipour, 2021. "Social Media as a Catalyst for the Enhancement of Destination Image: Evidence from a Mediterranean Destination with Political Conflict," Sustainability, MDPI, vol. 13(13), pages 1-26, June.

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