DOI: 10.5176/2251-2349_HRMPD14.21

Authors: Rashmi Sharma

Abstract: Social media has shown exponential growth in the past few years. While organizations use it for customer support, customers use it to give their opinion. Since social media distributes information much faster than traditional word-of-mouth, an organization’s reputation is no longer in the hands of corporate communication department but in the hands of everyone with access to the internet. A single negative opinion/comment from the consumer can damage organizational reputation. The biggest challenge for any organization with a consumer-facing product should be monitoring the social media for feedback, ideas and sentiments of people/customers. This study focuses on social media monitoring done at Maruti Suzuki India Ltd.

Keywords: Social Media, monitoring, responding, amplifying, leading, Maruti Suzuki India Ltd

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