The Integration of Social Media Marketing and Electronic Customer Relationship Management: " An Analytical Study"
Abstract
This study aimed to explore the role of social media marketing in enhancing electronic customer relationship management (e-CRM), highlighting the significant impact of these platforms in fostering e-loyalty through the activation of effective customer relationship mechanisms. The research focused on leveraging digital marketing strategies to establish strong and sustainable connections based on mutual trust.
The study adopted a descriptive-analytical approach and utilized a questionnaire as the primary tool for data collection. A random sample of 488 participants was selected, and the collected data was analyzed using the SPSS statistical software to achieve the study's objectives and derive its findings.
The results emphasized the importance of social media as a powerful tool for building long-term relationships with customers, contributing to increased trust and e-loyalty. The study provided several recommendations for enhancing the integration between social media marketing and e-CRM to achieve sustainable business development
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