Abstract:The internet development and the consequent change in communication forms have strengthened as online social networks, increasing the involvement of people with this media and making consumers of products and services, which are more informed and demanding for companies. This context has given rise to Social CRM, which can be put into practice by means of electronic eletronic word of mouth platforms, enable web sharing of comments and evaluations about companies, defining their reputation. However, most electr… Show more
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