Discuss the Relationship between Customer Relationship Management and Customer loyalty
In the current business world, it’s not just convince customers to buy whatever they sell. They need to understand their customer what they want, expect and identify their preference. Customer Relationship Management (CRM) can help company to know their customer and build up the good relationship. However, traditional Customer Relationship Management (CRM) focus on using call centre and web sites to solve their customer complaints and provide the after sales service. It’s difficult to retain the customer and maintain their loyalty.
Nike, Inc. is one of the world leading sports brands, incorporated in 1968. It en-gaged designs, development, markets and selling of athletic footwear, apparel, equipment, accessories and service worldwide. It sales the products through 3 major channels: wholesales, online sales (www.nike.com) and global brand divisions. Nike start to develop social media integrated with Customer Relation-ship Management, like NikeiD(2005), Nike+(2006) and Nike Digital Sport (NDS) (2010) recently.
The aim of this research is to find out how Nike’s use Customer Relationship strategy improve customer loyalty through social media.
3. Research Objectives (between 2 and 4):
First, we will study the concept and definition of Customer Relationship Man-agement (CRM). Next, we will explore the relationship between Customer Rela-tionship Management (CRM) and social media. Then we will investigate how social media can assist Customer Relationship Management, and hence to im-prove customer loyalty.
4. Key Literature; Models & Theories (the Theoretical/Conceptual Framework):
1. What is Customer Relationship Management (CRM)?
According to Srisamran, P., & Ractham, V. V. (2014), Customer Relationship Management (CRM) can assist firms to know their customer better and develop good relationships with them. Besides, Arman, S. M. (2014) states that CRM as a part of the business strategy is designed to ensure profitability, revenue and customer satisfaction
2. What is Social Media?
According to Ang, L. (2011), Social media define as ‘dedicated websites and application used to communicate with other users, or to find people with similar interests to one’s own’. It includes sites and application like blogs, forums, Twit-ter, Facebook, etc.
5. Research Methodology
Research method: Generally, research methods include Primary research and Secondary research. In this research, Secondary research method will be used because it is cheap and easily accessible than primary research.
Research approach: Generally, research approaches include Deductive ap-proach and Inductive approach. In this research, Deductive approach will be used because it’s times saving and able to explain the theory more clearly.
Research strategy: In this research, case study, websites, journals, textbooks, newspapers will be used for reference purpose.
Ethical declaration: Secondary data will be used in this research, thus, there is no ethics concern.
We value our customers, and so ensure that our papers are 100 percent original. Our Team of professionals does not miss the mark; they ensure that step by step each paper is written uniquely. We never duplicate or work as we compare papers rest assured. We deliver our work a day before time to ensure that you don’t miss your deadlines. It is not only doing the work but delivering it at the right time. We capture the consequences of late remittances. .
We value customer satisfaction here at popularessaywriters.com and make sure that you get the best value for your Money. It happens that sometimes you can pay twice for your order or may want to cancel it, or you feel that it doesn’t meet your requirements; our money back guarantee will give you the opportunity to get back your money. We will also refund 100% of money paid double. In case your paper does not satisfy your requirements , we request that you notify us via writing within 2 days otherwise on the third day we will assume that you have been satisfied. Do all your correspondences through our email address email@example.com.Read more
At popularessaywriters.com, our professional writers know the consequence plagiarism does for our clients. We have updated software’s such as article checker and copyscape to check for originality of the custom papers before submission of the final paper to the you. Our guarantee to the customer is that we will write 100% original papers for them that are quality, timely and of low cost. We have experienced professional and competent PhD writers who will write quality custom papers for you..Read more
. At popularessaywriters.com, we are proud to provide top-quality Essay writing service to our esteemed customers. We are ready to take up that challenging academic assignment that is giving you sleepless nights and simplify it for you according to your desired requirements. We are willing to revise your paper if it does not meet your requirements. At popularessaywriters.com, we do not compromise with quality; thus, we offer unlimited free revisions until the customer is satisfied with their custom paper. Our unlimited free revision services are provided under the following terms:.. .Read more
Popularessawriters.com knows that client’s information is an essential tool for our company. It means that whatever the client requests from our service is kept strictly confidential. It means that whoever writes for this company understands the terms and conditions hence you should not be worried because you will never see your work somewhere else...Read more
Rest assured that we will always be attentive to your needs and requirements. We belief in the phrase treat your neighbour as you would want them to treat you. We leave nothing to chance and always look forward to a good interaction with each other.. .Read more