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.
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.
