GROUP PROFILE

Name Roll Remarks

Md. Atiqur Rahaman pranto 20MKT-010

Mst. Mariom Akter 20MKT-014

Abir Ahammed 20MKT-004

Mahafuza Sadia 20MKT-021

Md. Rafiqul Islam 20MKT-006

A PRESENTATION ON

 An overall evaluation of customer relationship

management strategy to satisfy customer: (A
Study on Facebook.)”
WHAT IS CRM
BACKGROUND OF THE RESEARCH
 The modern business conditions, digitalization and ruthless
competition of the current business market have forced many
enterprises to focus on the customer as the single most
important entity of their business. Optimization of
production processes may have been the core purpose of the
companies in the past however the evolution of the business
conditions now require customer service, marketing and
sales to be at the core of business. Thus, modern customer
relationship management is advised for many enterprises that
need not only to acquire new customers but also retain them.
LITERATURE REVIEW:

 Triznova, Maťova, Dvoracek, & Sadek, (2015)

 Alshawi, Missi, & Irani, (2011)
 Ahani, Rahim, and Nilashi (2017)
RESEARCH GAP
 Where as it is rare in the existing literature to
address this topic from the context of
Bangladesh.
 The available information is quite old new and
update study is required.
 Out of available literature there is no work which
defines the present market of paint industry in
Bangladesh.
The main research questions that will be
answered with this thesis are:
Whole evaluation of CRM?
What crm strategies should a organization
chose to satisfy their customer?
What is the view point of customers
towards crm?

Research Questions
 Objectives

General Objective:
To understand the CRM strategy of facebook and how
their customer.

Specific Objectives:
 Full analysis of the CRM of facebook.
 Get the view point of customers.
I faced some limitations which are given below:
I confronted a few confinements which are given beneath:
Sample size isn't sufficiently enormous to sum up the information as
far as all clients.
The respondents were reluctant to give their important time for
overview for occupied work routine.
Shortage of time is another basic factor to gather, investigate and
outline the discoveries of the examination appropriately.
Lack of access to distributed and presumed diaries and other
institutional reports are additionally a significant confinement right
now makes a complete writing audit on the examination point.
Cost of overview and transportation costs were one of the serious
issues during this exploration.
Data collection was very difficult as the respondents were not
cooperative.

Limitation of the Study:

As we all know there are two types of research one is qualitative
and the other one is the quantitative. Since this research is
descriptive in nature I would follow the quantitative approach.
Descriptive research means the description of characteristics of
a population of interest. There are two popular methods of
conducting descriptive research the survey method and the
observation. Observation is the recording of behaviors while
survey means the collection of data from the sample through
structured questionnaires. It's difficult to observe the customers
and interoperate the observation in to clear findings. So I am
deciding to use survey method for this research. This research
will enable the company to know the customers perception
about the company and which factors they consider or have
impact on their selection of a brand.

Research Design
 Variables

Independent Variables
Customer relationship management to satisfy customer.
Dependent variable
The above mentioned independent variables have great impact on the
costumer perception and brand preference. So the dependent variable is
 Customer Interaction and Behavior Tracking.
 Loyalty and Rewards Programs.
 Tailored, Targeted Marketing.
 Data Cleansing and Reduplication.
 Customer Service Team Integration.
 Create Value-Added Content.
 Customer involvement.
 IT structure.
a) The Primary Sources
For primary data, I collected the information from
survey with the respondents with a
questionnaire. Questionnaire is a set of question
with chose of answer used to collect data for
survey.
b) The secondary sources
For secondary data; related books, reputed
journals and relevant reports available in internet
etc. have been utilized to develop this report.

Sources of Data
For this research the target population
would be the end user of FACEBOOK. So
the sample size is hard to select but
concerning time and other resources 30
samples will be enough for this research.

Population and Sampling:

For analyzing the data I used several
table and chart. To generate the findings,
I used pie chart. For reporting I used
several software's like Microsoft word and
Microsoft excel.

Data Analyzing Technique

Meta Platforms Inc (Meta), formerly Facebook Inc, is a
provider of social networking, advertising, and
business insight solutions. The company, through its
virtual-reality vision, the metaverse, focuses on
developing virtual environment that allows people to
interact and connect with technology. Through its
major products Facebook, Instagram, Oculus,
Messenger, and WhatsApp, the company connects
people with their friends, and families, and co-
workers across the world, and helps them discover
new products and services from local and global
businesses.

COMPANY PROFILE
 Strength

1) Strong Brand
2) Diversified Portfolio
3) Market Dominance
4) Loyal Customer Base
5) World’s Best Employer
6) Visionary Leadership
7) Focus on R&D
8) Strong Advertising Business
9) Effective Marketing Strategy
 Weakness

1) User’s Privacy Concerns

2) Overdependence on Advertising
3) Spreading Fake News
4) Friction in Management
5) Allegations of Racial Bias
6) Negative Publicity.
 Opportunities

1) Diversify Portfolio

2) Expansion of Existing Platforms
3) Increasing Integration to other Applications
4) Target Different Audience
5) Expansion through New Acquisitions
6) Exploit Changes in Advertising Trends
7) Offer Remote Work Solutions
8) Deliver Libra
9) Develop Autonomous Vehicles
 Threats

1) Competition
2) Increased Regulations
Research findings
 Findings

Through this research we found that all of the respondents

use facebook so we can conclude that except for exceptional
cases most of the people use facebook as a social media
communication.
 FACEBOOK is very interactive to the customer. They try to
engage every customer to their app.
FACEBOOK doesn't give any kind of loyalty program or
rewards to the user of their app that some users want to get
from Facebook as appreciation.
FACEBOOK target the customer very well they personalize
every customer and they keep track of the every activity of
the customer to give them what they want to see.
 findings

FACEBOOK is very good at Data Cleansing and Reduplication.

Through this tey are able to track the customers and connect
them with Facebook.
Customer Service Team Integration team of facebook is very
interactive with customer. If any problem occurs to the
customer they are very responsive to solve that problem.
FACEBOOK doesn't Create Value-Added Content which some
customers don't like they should work on this area.
Through the CRM activities facebook connect a lots of people
together for this people feel very close to the facebook.
IT structure of facebook is very user friendly. Users are very
happy and comfortable.
 Recommendations:

Content that impedes our ability to foster a

safe community.
Sensitive or Low-Quality Content about
Health or Finance.
Content that Users Broadly Tell us they
Dislike.
Account and Entity Recommendations
False or Misleading Content