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Dell's Social CRM: Customer Service and Sentiment Analysis

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Dr. V Vorvoreanu
Dr. V Vorvoreanu

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.

BusinessEducation
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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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