![]() ![]() ![]() ![]() While online security becomes more crucial for companies commerce and communications, over the past few decades, computer viruses pose the biggest threat to individuals and companies just like an easily spread disease. Thus, there is great potential for companies to approach customers offering assessment of firms’ products or services as well as keeping track on consumers’ sentiments and predicting future business values.Īs Customer Relationship Management (CRM) has become a trending method for organizations to understand customers’ value, gaining the greatest value from customers by establishing long term relationship promotes consumers loyalty leads to the increase of sales and profitability furthermore, in the particular environment of social media, it is imperative to establish social CRM strategy by monitoring social media as ascertained “the failure to monitor social media means the end of the company”.īasically, monitoring is defined as a process of keeping track and in return organization gives responses to online customer reviews, requests, and related information about companies, brands, and results. In this information era, with the worldwide tremendous usage of internet, social networks and online review platforms becoming increasingly mature, consumers from recipients of information become active communicators statistics show that social networking site (SNS) has 82% of the internet users worldwide above 15 years old to share ideas and opinions about brands or products and it is ubiquitous that organizations connect social media with business and have its homepages on Facebook, Twitter, and elsewhere. ![]()
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