SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT AND EVALUATION OF UNIVERSITIES IN TURKEY
Social media and social networks grow and diversify within each segment by embracing them. Parallel to this, the number of users of social media and social networks is increasing day by day. Thanks to this development, individuals and businesses have the opportunity to communicate with each other, c...
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| Formato: | article |
| Lenguaje: | DE EN FR TR |
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Fırat University
2019
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| Acceso en línea: | https://doaj.org/article/7aafdb0ffd994f7d9f1c23ce442695a9 |
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| Sumario: | Social media and social networks grow and diversify within each segment by embracing them. Parallel to this, the number of users of social media and social networks is increasing day by day. Thanks to this development, individuals and businesses have the opportunity to communicate with each other, convey their problems and work on them. By this, businesses have begun to manage their customer relationships. They even have significant competitive advantage by managing this process with the right strategies. Universities in our country address a large number of young people and their families as well. Starting with the university selection process, individuals are involved in research to obtain information about universities. It is possible to use numerous sources to search for information. However today, individuals tend to acquire information directly from university websites and affiliated social media accounts. Parallel to this development, universities now open accounts in social media platforms and communicate with the targeted audience. Individuals can examine the posts shared on these accounts and communicate their questions, suggestions and criticisms directly. This mutual communication offers the opportunity to manage customer relationships through social media. In this process, however, it is not known exactly how universities perform social relations management using the social media. This study is based on three social networks (facebook, twitter and instagram) which are commonly used in our country. It is aimed to determine the status of our universities' social customer relation management studies according to two basic factors (number of fans / followers and interaction rate). |
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