Strategic Uses of Social Media for Improved Customer Retention

Author： Wafaa Al-Rabayah   Rawan Khasawneh   Rasha Abu-shamaa   Izzat Alsmadi  

Publisher： IGI Global‎

Publication year： 2016

E-ISBN: 9781522516873

Subject： F7 Trade Economy

Language： ENG

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Description

Social networking venues have increased significantly in popularity in recent years. When utilized properly, these networks can offer many advantages within business contexts. Strategic Uses of Social Media for Improved Customer Retention is a pivotal reference source for the latest scholarly research on the implementation of online social networks in modern businesses and examines how such networks allow for a better understanding of clients and customers. Highlighting theoretical concepts, empirical case studies, and critical analyses, this book is ideally designed for researchers, practitioners, professionals, and upper-level students interested in improving and maintaining customer relationships.

Chapter

Title Page

Copyright Page

Book Series

Editorial Advisory Board

Table of Contents

Detailed Table of Contents

Foreword

Preface

Chapter 1: Social Media as a New Emerging Tool of Marketing

Chapter 2: Towards a Framework for Integrating Social Media, Customer Relationship, and Knowledge Management

Chapter 3: Social Customer Relationship Management (SCRM)

Chapter 4: Marketing on Tumblr

Chapter 5: The Effect of Social Networks on Branding

Chapter 6: Social Media as Social Customer Relationship Management Tool

Chapter 7: Determinants of Brand Recall in Social Networking Sites

Chapter 8: The Impact of Social Media on Customer Engagement with U.S. Banks

Chapter 9: Social Networks Impact on Potential Customers' Buying Decisions and Current Customer Loyalty

Chapter 10: Opinion Mining

Chapter 11: Sentiment Analysis of Social Media as Tool to Improve Customer Retention

Chapter 12: Can the Usage of Social Media Increase the Gregariousness of the Family to Grow Successful Family-Owned Businesses?

Chapter 13: Using Social Strategy to Retain Customers

Compilation of References

About the Contributors

Index

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