Customer Relationship Management

How has customer relationship management (CRM) evolved or changed with the rise in the popularity of social media? Explain.

For an online merchandise store like CompanyOne, what are some of the common social CRM tools? Analytical CRM tools? Recommend one commercially available social CRM tool and one commercially available analytical CRM tool to CompanyOne, discuss the pros and cons of each tool, and explain the reasons for your selections.

Topic 2

How would you incorporate social media into CompanyOne’s SEO strategy? Social media optimization (SMO) has the same goals for CompanyOne as SEO, (i.e., to increase traffic to CompanyOne’s website). Should CompanyOne invest more in SMO relative to SEO? Why or why not?

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