Effective Social Media Engagement Case Study
Task1:Case Study – 1,000 words
Select an organization that you believe to be particularly good at interacting with its customers and leveraging the power of social media. (See Facebook Ted Video above for an example). You could make this selection based upon your own experiences or do some web research to identify an exemplar. (If you have an interest in this area, you could use a not-for-profit organization for your case analysis). Specifically describe their customer interaction strategies. Provide specific examples to reinforce your argument that they represent an industry exemplar in this area. As you support your assertions, make sure to use the various models and frameworks described in your readings. Ideally, if you are a customer of this organization, include some of your own personal perspectives on the ways in which the firm’s social media strategies and customer relationship management have created value for you.
Task2:Consultative Case study – 1,000 words
Select an organization that you believe is significantly under-performing in terms of their social media and associated customer relationship management (CRM) strategies. Assume that you are a consultant to this organization. Make sure that you specifically describe areas of under-performance using the models and frameworks described in your readings. Next, provide a set of recommendations that you believe would improve their overall performance in this area. What kinds of things could this firm do to improve their performance in interacting with their customers and potential customers using internet and social media technologies? Try to also leverage your learning from previous modules where we have discussed approaches to value creation and the associated capturing of value.