Adopting a CRM culture requires: a.understanding the customer and driving the best experience with internal processes aligned with the company’s CRM strategy. b.focusing on customer needs through staff training and expected service KPIs. c. developing the best experience for customers by aligning company processes with the corporate strategy. company’s CRM strategy.

Company’s CRM Strategy

There has been an increase in businesses using social media to market their products and services over the past few years. Canadian airline WestJet has had great success using social media platforms, such as YouTube and Twitter. Facebook makes it possible to provide customer service, manage customer relationships, and take part in corporate social responsibility. It is possible to use social media for many reasons (Goncalves 2019, 2019). WestJet’s Facebook page can be used to broadcast weather warnings, giving its customers quick access to relevant information. If used well, social media can increase brand loyalty and customer engagement. Cont…

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