Studying the Relationship between the Use of Social Networks and Customer Relationship Management (CRM) Case Study: Noornegar Company

Many developments have occurred in the field of information and communication technology, and over time the use of new innovations has expanded and led different organizations to pave their way to new conditions that have intensified competition. Customer Relationship Social Management is a philosophy and business strategy supported by technological infrastructure, business rules, processes and features and is designed to allow customers to have a group conversation with each other. Today's managers are faced with emerging technologies such as social networks that by processing and developing them, they can grow customer relationship with more power. Accordingly, the purpose of this study is to investigate the relationship between social networks use and customer relationship management (CRM) in the study of Noornegar Company. The statistical population of this study is customers and employees of Noor Negar store. Data were collected using a questionnaire and SPSS software was used to analyze the data. The results of this study showed that social networks and social relationship management have a relationship with Noornegar company. The components of customer relationship social management can predict the variety and extent of social networks and Noornegar Company. The components of customer relationship social management can predict trust in social networks and social management of customer relationship with Noornegar Company. The components of social management of customer relationship can be informative and easy communication of social networks and social management of customer relationship of Noornegar Company. The components of social customer relationship management can predict the amount and type of use of social networks and social management of customer relationship of Noornegar Company.