Chapter 8 - Chapter 8 Overview The primary focus of this...

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Chapter 8 Overview The primary focus of this chapter is creating a customer dialogue and how social media can influence the customer and enterprise relationship. These relationships have always existed at various degrees but mostly driven by the enterprise. Social media has changed this. Customers can now have significant influence on the companies they interact with and control much of the dialogue. This can also be at a much larger scale as well because these social networks are far reaching. Although technology is used, it is continuing to evolve and the primary focus of the chapter was to describe how social media can lead to positive interactions with any company’s customer base. Customers are using these social networks to talk about what they like and often what they don’t like. Companies can choose to in ignore the conversation and allow anything to be said about them or they can join in on the conversation and get to know their customers better.
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Christopher Reinemann
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