Chapter 8

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Ch 8 - Social computing

For this week's summary, I wanted to focus on section 8.5 - Customer Relationship Management (CRM). Outlining how social computing improves customer service and why CRM is important.
Social computing creates a way for businesses to observe customer involvement, both positive and negative. Seeing these interactions as opportunities to improve customer service can create: 

  • greater customer involvement/interaction

  • elevated expectations

  • positive influence amongst audiences and

  • greater representation of choice and preferences for customers by customers


Building on this, CRM also plays an important role in marketing (section 8.4 in the textbook). 
Salesforce (n.d.) expresses the idea that the understanding of interactions, customer involvement, and their perception of the brand can go a long way in delivering:

  • enhanced and more specific exposure

  • improved engagement

  • growth in web traffic

  • more effective use of budgets and

  • greater outreach speeds

(Salesforce, n.d.).

In summary, continued improvement of customer service is a crucial aspect of how businesses operate, and due to the transformation of customer service, social computing should be an element businesses consider in order to be part of this significant shift.

References: 
Gray, H., Issa, T., Pye, G., Troshani, I., Rainer, R. K., Prince, B., & Hugh, J. W. (2015). Management information systems. Wiley.

Salesforce. (n.d.). Social CRM - joining the dots for happier customers. Salesforce Learning Centre. https://www.salesforce.com/in/learning-centre/crm/social-crm/#:~:text=By%20enabling%20you%20to%20track,and%20that%20means%20happier%20customers
(Salesforce, n.d)
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Quote of the week:  

"The spirit of social computing is the concept of leaving value in your wake." - Bradley Horowitz

Comments

  1. Graham7 May 2024 at 17:57

    Nice summary of this weeks chapter Sophie! There was a significant amount we went through but you've condensed it down really nicely whilst also touching base on the main points that we were covered!

    ReplyDelete
  2. Gen Mowbray9 May 2024 at 21:47

    A very insightful perspective on how businesses can use social computing in their business strategies, and also very important information to have in the digital age of online retail and shopping. Nice work!

    ReplyDelete
  3. andresiulai24 May 2024 at 06:55

    Your emphasis on Section 8.5 of Chapter 8, "Customer Relationship Management in the Context of Social Computing," underlines an important feature of current corporate strategy. Social computing truly transforms customer service by offering organisations with direct insights into client interactions. Well done!

    ReplyDelete

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