Dell crm practices_customer_service_and_social

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Dell's customer service practices and use of social media were examined. It was found that Dell has a mixed online image based on keyword searches, and it uses a push/pull system for social CRM, but room for improvement exists. Limitations are that social media only provides a partial view of customer satisfaction and perception may not reflect reality.

Business Education

Dell CRM Practices: Customer Service and Social Media Sergio Flores Purdue University B.S. OLS May 2011 Michelle Otero Purdue University B.S. OLS May 2011

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