Analyse the impact of the use of social media on crm

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To analyse the impact of the use of social media on CRM.

Many organisations jump onto the social media bandwagon since it is the trend today. Your local bus company, too, has Facebook and Twitter pages to interact with customers. Besides allowing the company to post important and up-to-the-minute announcements, both are also platforms for customers to air their feedback.

"Using social media is an effective means for your local bus company to gather customer feedback."

If you agree with that statement, explain how does the bus company address its customers' feedback through the use of social media. Are there improvements that the bus company should consider when using social media?

If you disagree with that statement, suggest other practical means by which your local bus company could effectively gather feedback from its customers.

Reference no: EM133189752

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