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Coyle, J., Smith, T. and Platt, G. (2012) “I’m Here to Help”: How Companies’ Microblog Responses to Consumer Problems Influence Brand Perceptions. Journal of Research in Interactive Marketing, 6, 27.

has been cited by the following article:

• TITLE: Social Media Monitoring (SMM) with CRM in Symantec

  AUTHORS: Lixi Yin

  KEYWORDS: Social Media Monitoring, SMM, Customer Relationship Management, CRM, Cymantec

  JOURNAL NAME: Open Journal of Business and Management, Vol.6 No.2, April 27, 2018

  ABSTRACT: This paper aims to identify social media monitoring job of software companies, focus on the case of Symantec, and identify the extent to which it is affected Customer Relationship Management by Social Media Monitoring (SMM).