Descriptive statistics
The main objective of this study is to find the degree of effectiveness of social customer relationship management in retaining customers. In addition, we also interested in determining the effectiveness of social customer relationship management strategies in business enterprises and retaining customers. For the purpose of this study, a sample of 150 employee responses working from different organizations was taken for the study.
A brief overview of socio demographic variables Participants Gender
Nearly 83.3% of the respondents participated in this study are male respondent and 16.7% of them were females
Nearly 31.3% of the respondents participated in this study are in the ages between 25 and 34 years, 24.7% of the respondents participated in this study are in the ages between 35 and 40 years and 20% of the respondents participated in this study are in the ages between 40 and 45 years. This means that, most of the respondents participated in this study are middle aged persons.
Participants Job Profile
Nearly 28.7% of the respondents participated in this study are junior executives and 29.3% of the respondents are having their designation status as senior executives.
Chi – Square Test for Independence Test – 1
Nearly 48.7% respondents who said that their company profile was registered in Social Networking Sites for 3 to 5 years feel that shortage of funds is the major challenge that they encounter in implementing Social CRM. 42.9% respondents who said that their company profile was registered in Social Networking Sites for about 3 years feel that shortage of funds is the major challenge that they encounter in implementing Social CRM. On the other hand, newly registered concerns feel that lack is MIS is the major challenge that they encounter in implementing Social CRM (chi – Square test statistic = 22.255, p – value = 0.035 < 0.05)
Nearly 55.8% respondents who said that they request they customers to drop their suggestions and feedback online feel that it has made customers connect with them on a more emotional level. 56.1% respondents who said that they make their customers subscribe to their newsletter feel that it has paved way for getting instant feedback from customers (chi – Square test statistic = 319.956, p – value = 0.000 < 0.05)
Nearly 53.8% of the respondents who said that Social CRM increased their organizations brand image agree that CRM has helped our organization greatly in retaining its customers and 33.3% of the respondents who said that Social CRM has helped us in gaining competitive advantage agree that CRM has helped our organization greatly in retaining its customers (chi – Square test statistic = 271.159, p – value = 0.000 < 0.05). Thus, we see that social customer relationship management act as a effective tool in retaining customers
Nearly 40% of the male respondents said that their organization allotted more funds exclusively in implementing social CRM and 25.6% of the male respondents said that their organization concentrated more on sales and marketing in implementing social CRM. 60% of the female respondents who participated in this study said that their organization gets adapted to the latest technologies in implementing social CRM (chi – Square test statistic = 95.143, p – value = 0.000 < 0.05)
Nearly 41.6% of the respondents who feel that registering their company in Social Media have brought in several new customers to their organization agree that getting suggestions and feedback online will enable customer involvement towards their product/service through Social CRM (chi – Square test statistic = 81.512, p – value = 0.000 < 0.05)
Nearly 37.6% of the respondents who feel that registering their company in Social Media have brought in several new customers to their organization said that Social CRM has created a positive attitude among customers towards their organization (chi – Square test statistic = 81.512, p – value = 0.000 < 0.05)
Frequency Distribution
Benefits in Implementing Social CRM
Nearly 24.7% respondents feel that implanting social CRM helped them in gaining competitive advantage over their customers, 26% respondents feel that implanting social CRM has increased their organization brand image and 24.7% respondents feel that social CRM has helped them in understanding their customers much better than it was before
Nearly 62% respondents feel that Social CRM has helped our organization greatly in retaining its customers
Social CRM uses to Organizations
Nearly 31.3% respondents feel that social CRM has created a positive attitude among customers towards their organization and 19.3% respondents feel that social CRM has made customers connect with us on a more emotional level.
Statistical Findings
150 employee responses working from different organizations that have implemented social CRM was taken for the study
83.3% of the respondents participated in this study are male respondent and 16.7% of them were females
Most of the respondents participated in this study are middle aged persons
31.3% of the respondents participated in this study are in the ages between 25 and 34 years
24.7% of the respondents participated in this study are in the ages between 35 and 40 years
20% of the respondents participated in this study are in the ages between 40 and 45 years 28.7% of the participated in this study are having their designation status junior
executives
29.3% of the respondents participated in this study are having their designation status as senior executives
48.7% respondents who said that their company profile was registered in Social Networking Sites for 3 to 5 years feel that shortage of funds is the major challenge that they encounter in implementing Social CRM
42.9% respondents who said that their company profile was registered in Social Networking Sites for about 3 years feel that shortage of funds is the major challenge that they encounter in implementing Social CRM
Newly registered organizations feel that lack is MIS is the major challenge that they encounter in implementing Social CRM
55.8% respondents who said that they request they customers to drop their suggestions and feedback online feel that it has made customers connect with them on a more emotional level
56.1% respondents who said that they make their customers subscribe to their newsletter feel that it has paved way for getting instant feedback from customers
53.8% of the respondents who said that Social CRM increased their organizations brand image agree that CRM has helped our organization greatly in retaining its customers 33.3% of the respondents who said that Social CRM has helped us in gaining competitive
advantage agree that CRM has helped our organization greatly in retaining its customers 40% of the male respondents said that their organization allotted more funds exclusively
in implementing social CRM
25.6% of the male respondents said that their organization concentrated more on sales and marketing in implementing social CRM
60% of the female respondents who participated in this study said that their organization gets adapted to the latest technologies in implementing social CRM
41.6% of the respondents who feel that registering their company in Social Media have brought in several new customers to their organization agree that getting suggestions and feedback online will enable customer involvement towards their product/service through Social CRM
37.6% of the respondents who feel that registering their company in Social Media have brought in several new customers to their organization said that Social CRM has created a positive attitude among customers towards their organization
24.7% respondents feel that implanting social CRM helped them in gaining competitive advantage over their customers
26% respondents feel that implanting social CRM has increased their organization brand image
24.7% respondents feel that social CRM has helped them in understanding their customers much better than it was before
62% respondents feel that Social CRM has helped our organization greatly in retaining its customers
31.3% respondents feel that social CRM has created a positive attitude among customers towards their organization and 19.3% respondents feel that social CRM has made customers connect with us on a more emotional level
