Social Media as a Channel of Communication with Customers in the Hospitality Industry

Social media have become a representative part of people’s lives. Nowadays, companies rely on the information on the web to study customer behavior and offer products that fit the needs of their customers. This situation is also valid for hospitality providers, who structure their holiday packages and offers based on reviews and feedback. The...

Exploration of social customer relationship management in banking industry

The graduation project is under supervision of TU Delft and ABN AMRO N.V. with the objective to strengthen and further develop an exclusive online community for the Next Generation clients of ABN AMRO. The Next Generation clients are the children of ABN AMRO’s top segment clients whose investable assets are more than EUR 25 million. The key...