ADM 1370 Lecture Notes - Lecture 4: Customer Retention

• School: University of Ottawa
• Department: Administration
• Course: ADM 1370
• Professor: Sadiq Abbas

Document Summary

To achieve social media strategy, one may do the following: Increase sales: develop new business for new clients or new products. Increase your brand awareness in the market. Decrease expenses: use social media to recruit new employees or add to your talent pipeline. Invest sm for crm; this will potentially decrease customer expenses by providing more ef cient support through this new platform. Achieve cost bene t ratio of your sm. Once an objective is decided, the rst step is to explore other areas, such as target demographic group, market focus, and branding guidelines. Target demographic group: your current or potential customer, people using social media channels. Factors: gender, age, language, location, education, profession, interests, media consumed, social media channels most active on, e. g. - to gure out, generate a survey for current clients or manually research information available on public websites. Market focus: ideally, your social media strategy should concentrate on only one strategic market.