Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Dell crm practices_customer_service_and_social


Published on

Published in: Business, Education
  • Be the first to comment

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>