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Customer relationship management in the era of social networks websites
Catarina Lima Carneiro; Dora Simões; Sandra FilipeNowadays, companies’ priorities are focused on the relationships that they shall keep with their clients. Creating and maintaining long-term relationships with clients is one of companies’ biggest concerns.It is based on this context that many companies are already using CRM (Customer Relationship Management) tools to store, manage and organize their customers’ contacts throughout web-based so...
Use of social networks in managing customer relationship
Catarina Lima CarneiroInteractions between companies and customers have changed throughout the years and, due to many reasons like sociocultural, legal, political, economic, ecological and technological evolution, these relationships have increased considerably in the last decades. As a result, the marketing strategy is no longer based on a purely transactional marketing approach but one of new marketing with a much more relational ...
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