Q. Social media (e.g. Facebook, Twitter) usage has become so widespread that to discount a social media strategy would be a mistake best avoided. Social customer relationship management (Social CRM) is a relatively new term which helps to define the broad scope of social media across the customer life cycle and value chain. The Altimeter report (2010) provides a framework for reviewing strategy implementation and is known as: (Solved)

1. The 5Ms

2. Social media CRM framework

3. Social CRM modelling

4. None of the above

  • a. The 5Ms
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