Dell crm practices_customer_service_and_social

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Dell crm practices_customer_service_and_social

  1. 1. Dell CRM Practices: Customer Service and Social Media Sergio Flores Purdue University B.S. OLS May 2011 Michelle Otero Purdue University B.S. OLS May 2011
  2. 2. Introduction <ul><li>Determine effectiveness of Dell's CRM practices by observing: </li></ul><ul><ul><li>Customer Service response through Social Media </li></ul></ul><ul><ul><li>Push/Pull System applied to Social CRM </li></ul></ul>
  3. 3. What we wanted to know... <ul><li>  </li></ul><ul><ul><li>Determine if Dell has an overall positive or negative on-line image based on appearances of keywords through Radian 6 </li></ul></ul><ul><li>  </li></ul><ul><li>  </li></ul><ul><li>  </li></ul><ul><ul><li>Determine whether a true Pull/Push system is being used by Dell towards its Social CRM practices </li></ul></ul><ul><li>  </li></ul><ul><li>  </li></ul><ul><li>  </li></ul><ul><li>  </li></ul>
  4. 4. Limitations... <ul><li>According to Jonathan McClure, an independent marketing consultant based of Chicago.... </li></ul><ul><li>&quot;People's comments/responses on social platforms tends to be really positive, or most likely, really negative. Aside from that, not everyone will go online to complain about their products&quot; </li></ul><ul><li>Meaning.... we only get part of the picture through social media and its easy to assume that perception is reality. </li></ul>
  5. 5. What we found...
  6. 6. Take aways... <ul><li>Social CRM can be difficult to measure </li></ul><ul><li>Dell has room for improvement.... </li></ul>

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