Evolution of Money through Technology in Business

Introduction

In our daily life activities, from the ancient times until society nowadays, no doubt that money plays an important role and has a great relationship between the involvement or use of money and our daily life activities, for example: we have to find something or own something to exchange something that we want or demand from the others or by using some metallic coins ormetallic money which is mainly made of metals like gold, silver, copper, etc in the ancient times and in the society nowadays which is the twenty-first century, we will pay after we had our breakfast in a breakfast shop or café before going to work, we will queue and pay for all the groceries or items we buy in a supermarket and also we will pay for the petrol for our car every time we go to petrol station to pump petrol. Money is briefly defined as a medium or anything of value that serves as a generally accepted medium by the people for financial exchange that can be exchanged for goods and services and is used as a measure of their values on the marketincluding among its forms a commodity such as gold, an officially issued coin or note or a deposit in a checking account or other readily liquefiable account.

Barter system

​Evolution of money from the ancient times to society nowadays which is the twenty-first century start with the world without the use of money which is the system named barter system. Barter system is defined as the pure exchange general equilibrium model (G. Debreu, 1959)which briefly means the system used by the people in the ancient times for exchange of resources or services for mutual advantage, for example: someone offer a stone axe if someone help to kill a mammoth, exchanging daily necessities such as sugar, rice and salt for meat or cloth. Theadvantage of barter system is a more simple system comparing to the complex problems of the modern monetary system (Milton Friedman and Anna J. Schwartz, 1963) which mean without any complications and suitable in international trade as the goods or services involve in barter system does not involve the use of money currency which is now applying in monetary system so the overall concept of barter system does not involve with the complexity of international trade. Others than that, there is no wastage in barter system which occur in monetary economy because goods are not overly produced or under produced as only the required quantity is produced. The disadvantage of barter system is double coincidence of wants which mean the wants of the two persons who desire to exchange goods must coincide. The advent of personal computers has reduced some of the basic problems associated with barter, i.e. double coincidences of wants and dissemination of information (A. Marvash and D. J. Smyth, 1999).For example, if person A wants to acquire shoes in exchange for wheat, then he must find another person who wants wheat for shoes and such a double coincidence of wants involves great difficulty and wastage of time in a modern society. In the absence of a double coincidence of wants, the individuals under barter system are either to hold goods for long periods of time or to make numerous intermediary exchanges to get the goods of their choice. Absence of common measure of value is also one of the disadvantages of barter system as the absence of a common measure of value creates great problem because a lot of time is wasted to strike a bargain since there is no common measure of which the value of a commodity can be expressed. For example, the problem arises how much wheat should be exchanged for how many pairs of shoes.

Commodity Money

​After the phrase of barter system, comes the phrase of commodity money which mean an evolution occur by upgrading from the barter system to the commodity money as money firstcame into human history in the form of commodities as a medium of exchange. Commodity money is defined as any form of currency that can serve a purpose other than as money and the best known examples are cattle, olive oil, beer or wine, copper, iron, gold, silver, rings, diamonds, and cigarettes. In some prisoner of war camps during the Second World War, cigarettes became the medium of exchange in the absence of money. (Radford, R, 1945)Precious metals such as gold and silver were the most commonly used forms of commodity in the ancient times because they had a high value and were widely accepted as a means of exchange. The main advantage of commodity money is simply that it has a function or serves an additional purpose. For example, gold, silver can be turned into jewelry while cigarettes can be smoked and this provides the holder added options, either use or spend the money. Another advantage of commodity money is that it may be possible to acquire money that wasn't previously in circulation. For example, if gold is used as commodity money and somebody discovers more of this metal, they may be able to get more value from its role as money whichfrom its role as a base for jewelry. When the price level in any one nation changes, the commodity will flow across borders to where it is most valuable (Robert Schenk, 1977) Thedisadvantage of commodity money is risk of volatility as commodity money can still lose value. For example, although both gold and oil are valuable commodities, the prices of both gold and oil undergo increases and decreases over time. Thus, the risk of volatility still exists with commodity money. Commodity money also has a limitation of lack of divisibility as commodity money is typically not as divisible as traditional paper money. For example, you can divide dollars into quarters and pennies but you may have a difficult time dividing a bar of gold intoparts which needed to make everyday purchases.

Paper Money and Mobile Payment

​The 21st century gave rise to two disruptive forms of currency: paper money and mobile payment. Paper money is defined as the currency in paper form such as government and bank notes as distinguished from metal currency. Base money is important because it is by virtue of their position as the only issuer of base money that central banks can implement monetary policy(Menger. C, 1982) Mobile payment is defined as the money rendered for a product or service through a portable electronic device such as a cell phone, smartphone or tablet and mobile payment technology allow users to send money to family members or friends. For example, services like Apple Pay and Samsung Pay are vying for retailers to accept their platforms for point-of-sale payments. Advantage of using paper money is that it is portability which means paper money is easily portable by bringing around for making the payments in different placesand it is more preferred than the commodity money while the disadvantage of paper money is the fluctuations in the rate of exchange as rate of exchange of paper money remains unstable and fluctuating from time to time and the devaluation of one country also brings changes in the rate of exchange. Advantage of mobile payment is that fewer cards to carry around as customers can simply carry an identification card and mobile device instead of a wallet full of credit cards while the disadvantage of mobile payment is that lack of security such that although the security of mobile payment has been keeping on strengthen to avoid the lacking of customer’s personal information such as their names, addresses, phone numbers and the amount of balance in bank but still there are many cases happened that after the customer close a deal by using mobile payment, their money and personal information are gone or drain. Some of the respondents were unwilling to trust their personal information with the payment service providers. They were concerned that their purchases would be tracked or that they would begin to receive a lot of advertisements. (Tomi Dahlberg, Mallat Niina & Öörni Anssi, 2003)

Conclusion

​The evolution of money has been changing from the ancient times until society nowadays which is the twenty-first century and every phase of evolution of money tends to bring more value, convenient and benefits to the human beings and everything in this world has it’s pros and cons which are the advantages and disadvantages so either is the barter system which is the first phase of evolution of money or the paper money and the mobile payment which we are using nowadays, they all have their pros and cons so we should be a smart consumer by making full use of the pros but avoid the cons.

Bibliography

Dahlberg, T., Niina, M., & Anssi, Ö. (2003). Trust Enhanced Technology Acceptance Model –

Consumer Acceptance of Mobile Payment Solutions. Retrieved from http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.200.7189&rep=rep1&type=pdf

F, M, & Schwartz, A. J. (1963). A monetary History of the United States, Princeton,

N.J. :Princeton University Press,

G. Debreu, 1959. Theory of Value (New York: John Wiley and Sons, 1959).

Marvash, A., & Smith, D. J. (1999). The advent of personal computers has reduced some of the

basic problems associated with barter, i.e. double coincidences of wants and dissemination of information’, 74.

Menger, C (1892), ‘On the origins of money’, Economic Journal, Vol. 2, No. 6, pages 239–55.

Radford, R (1945), ‘The economic organisation of a P.O.W. camp’, Economica, Vol. 12, No. 48,

pages 189–201.

S, & E, R. (1977). Factors Causing Short-Run Fluctuation in the U.S. Money Stock, 1917-1972.

Cause and effects of using social media

Cause of using social media in business

Social media is a form of electronic communication through which users create online communities to share information, ideas, personal messages, and other content (Webster.M, 2004). When talk about social media, teenagers and adult will think of the benefits and advantages while the older will only think of the disadvantages. Nowadays, we should know that social media not only benefit to our daily and social life, but it is important in our business and work life too.

One of the cause of people like to use social media to do business is because help to gain population and reputation of a company. “The exponential growth of social media, from blogs, Facebook and Twitter to LinkedIn and YouTube, offers organizations the chance to join a conversation with millions of customers around the globe every day.” (Merril, T., Latham, K., Santalesa, R., & Navetta, D. (2011)). Social media can change their ways of organizing the business, so that they may think of to quit from the traditional way because by using social media, it will be more modern, easy and benefit.

For instance, company can discuss their task through social media to the other company. Whatever they want to share such as model, chart, flow, diagram, pictures and others that could be seen on the social media, and it can set as private or public too. These are convenience for those workers which are not always free to come for meeting or other reasons. In addition, “It is well-established that people feel more connected with a company when they have direct communication on an ongoing basis and opportunities to express their opinions,” (Merril, T., Latham, K., Santalesa, R., & Navetta, D. (2011)). They will feel that they are being trusted between other company, so that could maintain and increase the relationship between the companies, because online interaction may grow loyalty. The company may have the ability to do well in the business. For example, they are able to perform well and monitor the products and services clearly through the social media, they must provide the response immediately while others are commenting. Facebook is consider a huge social media in the world, for the view of followers, it has to depend on population of your account, if your account consist of many followers, then it is suitable to use that to do business. We should take the chance to sell what we tend to sell. We also can help the company to promote the products and services through Facebook so that customers are well known about the products and services. In order to maintain the reputation, we must do our best and take care of whatever things that may happen in our business through the social media. Everything must be settle in gentle way as the power of social media is not as easy as our think. Once we did wrongly or make any mistake, it could damage the reputation of a company.

In addition, people can shopping without need to going out from home. It is because they can buy what they want through social media as nowadays many people are selling things in social media such as Facebook, Wechat, Instagram and etc. They may spend their time in other works because they save their time from online shopping. It will make people feel more convenience compare to go out home by their own transport or public transport and it can help them to save their money.

Not only that, by using social media in business, it is a great way to make a company looks more friendly and it can help to form a closer relationships with customers. A company can interact directly with customers and create interesting and useful content that will make a company seems like an expert in the field.(How can social media impact my business,n.d.)

Effects of using social media in business

            However, there must be some effects and disadvantages of using social media in business. One of the effect is it may destroy a company reputation. As people know that, nowadays most of the people are think that they have the right and freedom to speak. When they are using a company product, and they found that the product is not suitable for their own skin, hair, and so on, they will write those bad comments on social media. This can affect a company reputation when people are believe that what they try to say and tell public. When many people are also complaint about a same company on social media, people will start to focus the case and it may affect the sales and reputation of a company. We cannot look down on the power of word-of-mouth of people. The bad comments about a company can be spread so fast until you cannot control it. So, it will cause the reputation of a company being destroyed in just one day or even one minute.

            Besides that, the close relationship between people with their friends and family may fade away. This is because people are too busy on online shopping and they are just keep ignore the people beside them in house. People get so preoccupied with keep connect and communicate with people after they go back home and they are not fully live in the moment with their family and friends. Sometimes people will choose to online shopping instead of hang out with their friends because of they are just too lazy. For those people who use social media to do their business and work, they will keep in touch with those technology instead of with their family members. So, the distance created through is keep on increase among them. It will hinder people ability to further immerse themselves with their surroundings. (Woolley.S, 2013)

            In addition, spending too much time on social media also may affect the academic performance of students. Technology is a tools for make people’s life more easier to contact with each other. However, when people are use it in improper ways, it will cause the negative effect. Nowadays, most of the students from secondary school know to sell and buy things from online applications and social media. When they are too focusing on buy and sell things through online media, they will not have time to spend in their current studies. So, the academic performance on student is seen to deteriorate day by day. The findings presented in Kirschner and Kaarpinski(2010) reveal that over-involvement with social media by students can affect academic performance. (Kirschner and Kaarpinski,2010)

Ways to prevent from effects of using social media

            There a few ways to prevent from effects of using social media. To enhance relationship between employees and boss, the upper management should organize a trip with workers and boss. In the trip, all people are not allowed to use technology item such as Ipad, handphone and etc. Besides that, upper management may also open a chat room for all employees and boss. Through chatting in the chat room when they are free, it may enhance relationship between all people. By having extra connection outside of work through social media, it will enable people to establish good rapport with employees or co-workers.(Langer.E, 2014)

            Not only that, parents also should be responsible in control their children usage on social media. For example, parents should limit the time spend by their children on social media each day.This is to reduce the chance of affect academic performance and also affect the health of their family members. If a person is spending too much of time on social media, it will affect their eyes because the brightness on computer and mobile phone may have the radiation that may cause a person get short sight or if more serious, it may cause blind.

            In conclusion, there are a lot of causes why people are using social media in business. Besides that, there are a lot of effects that may cause if people are always using social media. However, there will be ways to cope with the problems and effects if we can use social media to do business wisely.

Bibliography

Webster.M, 2004. Social Media. Retrieved from

http://www.merriam-webster.com/dictionary/social%20media

Merril, T., Latham, K., Santalesa, R., & Navetta, D. (2011). Social Media: The Business Benefits May Be Enormous, But Can the Risks -- Reputational, Legal, Operational -- Be Mitigated? Retrieved from http://www.acegroup.com/us-en/assets/ace-progress-report-social-media.pdf

How can social media impact my business,n.d.  Make your marketing personal Retrieved from https://www.paypalobjects.com/webstatic/mktg/Latam/08_howcansocialmediaimpactmybusiness.pdf

Woolley.S, 2013. Constanly Connected : The impact of social media and the advancement in technology on the study abroad experience  Retrieved from

http://www.elon.edu/docs/e-web/academics/communications/research/vol4no2/04sarahwoolleyejfall13.pdf

Kirschner, P., & Karpinski, A. (2010). Facebook and academic performance. Computers In Human Behavior, 26, 1237–1245. Retrieved from

http://ijbssnet.com/journals/Vol_5_No_10_September_2014/18.pdf

Langer.E, 2014. What’s Trending? Social Media and its Effects on Organizational

Communication. Retrieved from

https://www.uwlax.edu/urc/JUR-online/PDF/2014/Langer.Emily.CST.pdf

E-Commerce

Introduction

E-commerce, we also can call it electronic commerce or EC. E-commerce is one of the medium to purchasing, selling and trading goods between buyer and seller, but they are using the application of communication and information sharing tools to communicate and share the information. (Alrawi, Ekbia & Jaber, 2008) Some of the companies use the e-commerce to achieve their objective. E-commerce is one of the methods to do the business. E-commerce is not the traditional way to do the business, it was using the communication technology to communicate with the customers and trading the goods or services to them. For example, customers can buy the products through the television shopping channel, multi-channel television services and online marketplace.

Categories in E-Commerce

E-commerce can categorise into 4 types, B2B (Business to Business), B2C (Business to Consumer), C2B (Consumer to Business) and C2C (Consumer to Consumer). First is the B2B, by using the e-commerce, companies can doing business with each other. Through the e-commerce website, the companies can know the information of other companies’ information like, what are the companies selling, where the material or products come from, where their companies locate at and other. Through the e-commerce, both of the companies can communicate with each other to discuss the pricing and when can get the product. They also can discus about the quality. Through internet, the seller and the customer can save the cost and save the time. For example, customer can negotiate the price through chatting with seller, the customer can save the time to go out and shopping. Besides, the seller also can save the cost to rent a shop and may be not take the risk to buy as much as stock to ready sell.

Next is B2C and C2C, those two categories I wish to explain together because both them normally can founded together. There are some online shopping websites provide the channel to companies and consumers to sell their products. For example, Lazada, Lelong, Mudah, TaoBao, Alibaba and other. Those websites provided a very good channel to let the companies and consumers to sell their products. E-commerce website not only provides the channel to let them, it also provides a very systematic and safe paying system to them. Besides that, companies and consumers can upload there information about the products, so the buyer get more info when they are interest about the products. It also can let the buyer communicate with the seller when they have question wanted to ask the seller. Furthermore, multi-channel television is under the B2C categories. Multi-channel television is the consumers or the viewers that if they want to watch the channel, they need to subscribe the channel. Through the interface in the television screen, consumers can look for what the channel or the show they are interest. They also can subscribe the channel they are interest or they like. If they wanted to subscribe the channel they want, they can call subscribe by the phone call or suffer the internet to buy and subscribe it. There some other television show, that need to purchase per view. It means the viewer wanted to watch the show they have to pay before they watch it. (Garitaonandia & Garmendia, 2009)

The fourth category in e-commerce is C2B. The consumer is offering a project or idea on the website. So, the companies can review what the consumer offers. After the companies review the project or idea, if the companies want to take the project or buy the idea. They will start biding the price to the consumer. The consumer will choose the bid from the companies send to him. ("Ecommerce definition & types of ecommerce (B2B, B2C, C2B, & C2C)", 2016)

B2C (Business to Consumer)

                After introduce the categories of the e-commerce, now we would like to focus on B2C. According to the survey done by the Pew Research Centre, online shopping is one of the internet activities that growing very fast. We are here to figure out why does it growing so fast. We can know that there several reason that affects the consumer that using the online shopping. One of the reasons is convenience, consumers just need to type the keyword of the product or the companies, then they can easy and quick found what they want. Next reason is wide variety of the products. (Huseynov & Y ld r m, 2015) We can say that most of the item can found at the online shopping website, even the thing small as hair pin until big as houses also can be found at there. There is also having other reason why the online shopping grows in a very fast way, like easy to compare price, discounted price, safe paying the payment and other.

                From another view look at the online shopping, companies have more opportunity to promote and sell their product. Besides that, they can reduce the costs to do the business because when do business on the online shopping web it was free. Doing online business not online can reduce the costs, it also can increase the sales. They can increases the market space and increase the consumers through this way. If the consumers bought the product, the consumers have the question wanted to ask the seller and can find the seller to solve their problem. Furthermore, in the online shopping websites have the product image to show consumers. (John, Khaddaj & Hoppe, 2012) With the image, it can attract the consumers to look at your information. It the companies are selling the cloth, then they can let their consumers have more design to choose.

Conclusion

                Here our conclusion, now the day online shopping becomes very popular. (Daniel, Wilson & Myers, 2002)And it is influencing the buying behaviour of the consumers. Online shopping helped the consumers save a lot of time to purchase or select the item to buy. We guess the online shopping still will function a very long time. And it maybe more people buy stuff from the internet. We would like to say here online shopping still have a very big market to develop.

Bibliography

Alrawi. K, Ekbia. H & Jaber. K (2008). A New Marketing Strategy for E-Commerce: The Gulf Region Experience. Global Business Review, 9(2), 273-286.

Garitaonandia, C., & Garmendia, M. (2009). E-commerce use among digital TV subscribers: audiovisual abundance and virtual purchase -- predictors of e-commerce use among digital television subscribers in Spain. New Media & Society, 11(3), 417-432.

Ecommerce definition & types of ecommerce (B2B, B2C, C2B, & C2C). (2016). Digitsmith.com. Retrieved from http://www.digitsmith.com/ecommerce-definition.html

Huseynov, F., & Y ld r m, S. (2015). Behavioral Issues in B2C E-commerce: The-state-of-the-art. Information Development.

John, B., Khaddaj, S., & Hoppe, A. (2012). Semantic Products Analysis of E-Commerce Websites. Journal Of Algorithms & Computational Technology, 6(3), 447-454.

Daniel, E., Wilson, H., & Myers, A. (2002). Adoption of E-Commerce by SMEs in the UK: Towards a Stage Model. International Small Business Journal, 20(3), 253-270. 

Telemarketing

Introduction

Telemarketing is the behavior of marketing goods and services towards the customers through the telephone. Telemarketing may implement by the telemarketer, auto mobile, or others devices that can connect through to link with your customers. Mobile phone plays a very important role in business and marketing, as it helping a company to promoting and discussing the business with customers through the device. As the mobile phone had brought a new revolution of its kind of field in the communication, it had occupy a spaces in communication technology. Telemarketing has generate as a powerful tool of direct marketing due to rapid growth of mobile telephone. It carries out all the advantages of direct marketing but at a quite lower cost. Telemarketing is a very general style of marketing companies use to link with other potential customers of their products or services. Besides that, telemarketing is made up of companies making telephone calls to existing customers. With the new technology, telemarketing has enlarged to include video, meeting calls as well, although those are typically executed with current customers. The purpose of the telemarketing is to let customers understand clearly about the product first so they can easy access to the supplier and consume it. Not only that, the expression telemarketing is a telephone arrangement for ordering of products and services by communication with in business hours (Agarwal, R., & Mehrotra, A. (2009).

Categories in telemarketing

Telemarketing is a very common way for marketers to use to produce the opportunity to take an action before others do which will become a sample for people to follow the action. One of the flexible ways to gain new customers is through lead generation telemarketing. Sometimes, people might ignore those advertisements purposely or accidentally. However, the probability of people to miss a call will be lesser compare to miss the advertisements because people will call back or text back the number that they received call or text to know who is the one who going to find them for what purpose. Good communication skill is important for the key to a good telemarketing and telesales staff to increase the business of a company. Telemarketers will make a list of potential customers which are most likely and having interest to buy and use the company’s product or service.

There are two major categories in telemarketing, which is business-to-business (B2B) and business-to-consumer (B2C). Business-to-business telemarketing is transactions between businesses which mean the business deal between two different companies through telecommunication. Next, it is totally different and opposite to those between businesses and other groups, such as business and government (B2G) and business and individual consumers (B2C). It is just focus on the relationship between business and business but not with any other parties such like consumers or government. To gain benefits, all the companies must get involved in business-to-business because it is a tool to earn profit for a company in a business. Besides that, a company’s reputation in market is important because it may affect the sales and how much confidence from customers towards a product.

Next, another category in telemarketing is business-to-consumer (B2C). Business-to-consumer (B2C) is a method use to contact with the clients through using a customer service representative by making outbound calls. The purpose of business-to-consumers telemarketing is to share and give information about a product which has quality by using telephone. It has provides in-house maintenance software networks for other company and firms to increase the sales and profits efficiently. It is also a way use to improve and maintain the relationship between consumers and company. Interaction between the marketers and consumers by sharing information about a product or service through telemarketing is important to help to increase sales of a product or service. Business-to-consumer marketing is widely used and the most cost-effective strategy to be use to expand the market.

Lastly, both business-to-business and business-to-consumer are useful in order to increase reputation of a company’s products or services and it can helps to bring profit to a company. (Categories of Telemarketing, (n.d.))

Advantages of Telemarketing

While telemarketing want to be most strongly related with thick skin individuals forging their way through a list in search of sales leads, it is actually a very wide term that use to a large amount of both inbound and outbound of the telephone marketing. This work consist of few instances, replying responses towards the advertising campaign, or calling existing, current customers to offer additional services. For instance, customers may not satisfied to the things that we provide, they may have more requirement, so we could offer them a suitable services to fulfill their needs. Hence, it can increase the reputation of our companies. Furthermore, in ordinary a different set of skills are quite concerned for inbound and outbound telemarketing, which plans to have a wider range of selling skills (Business Advantage, N.D).

Besides that, telemarketing is creating a low cost production solution to direct marketing to the customer and it may come out with different feedback. Some of the consumers may feeling happy to receive telemarketing calls. However, marketers are also should not be too over to cause the opposite effect, for example make them feel annoying, inconvenienced, or even psychologically or mentally because they have been harmed by numerous hang-up calls during the day. We should do everything in the suitable way. Telemarketing can becomes interested to seek out that which of the goods and services that are often marketed and which goods and services have been ready yet to accept by customers through this medium. It is very important to understand the perception and attitude of the customers toward telemarketing for its success. There are many industries that relying on telemarketing. For instance, cable and internet services, home security systems, financial services, vacation and timeshare, charitable organizations (Geetika, Tiwari.D & Gupta.P (2012).

Furthermore, telemarketing also useful in improving marketing data. In telemarketing, the basic level will include some gathering in the contact information of the decision makers and their application of the goods and services that related to your market, but in further survey can deliver more in-depth information such as the relationship between the customers, experiences, more to the long term business and others. We also need to make sure that the business discuss is clear and accurate. So they can believe in telemarketing and increase your business in the companies (Business Advantage, N.D). Through the telemarketing, we can understand many such as while the process of obtaining new customers, information broadcasted, customers feedback, impact of the telemarketing towards different perspectives, and future prospects of telemarketing. Besides that, you can also choose to keep contact and maintain the relationship with the customers because they may help you a lot in your business way. You can choose to set up a new website, and you can introduce the website to your existing customers and inform them this is one of the business you are doing with them instead of telemarketing. So you would have the opportunity to pass on new product information and special offer.

Conclusion

In conclusion, telemarketing can increase the growth in business through the lead generation, appointment settings, do well in your planning and arrangement so that it would be more efficient towards a company with the customers. Market research also help a lot and provide more information in the work. Lastly, telemarketing also help a lot in multinational company, so that they can gain a lot of extra benefits through telemarketing. A company’s performance will have a huge improvement as long as the reliability and trustworthy among two company as a strong bond between them.

Bibliography

Ayres, I., & Funk, M. (n.d.). Marketing Privacy: A Solution for the Blight of Telemarketing (and Spam and Junk Mail). SSRN Electronic Journal. doi:10.2139/ssrn.303303

Agarwal, R., & Mehrotra, A. (2009). Telemarketing - a bane or a boon for companies? An assessment of Indian customers' attitude and perception towards telemarketing. Journal of Customer Behaviour, 8(3), 257-291. doi:10.1362/147539209x469335

Categories of Telemarketing. (n.d.). Retrieved from http://www.gloccal.com/telemarketing/categories-of-telemarketing.html

Chaudhry, H., & Gupta, S. (2015). Consumers' Motivation for Participating in Cause Related Marketing: An Exploratory Study. Indian Journal of Marketing, 45(1), 36. doi:10.17010/ijom/2015/v45/i1/79999

Cohen, E. (n.d.). The Business Advantage of Transparency for SMEs. Sustainability Reporting for SMEs: Competitive Advantage Through Transparency, 36-53. doi:10.5848/dos.978-1-909293-38-0_4

King, N. J., & Jessen, P. W. (2010). Profiling the mobile customer – Is industry self-regulation adequate to protect consumer privacy when behavioural advertisers target mobile phones? – Part II. Computer Law & Security Review, 26(6), 595-612. doi:10.1016/j.clsr.2010.09.007

What is Telemarketing? - Definition, Examples & Laws | Study.com. (n.d.). Retrieved from http://study.com/academy/lesson/what-is-telemarketing-definition-examples-laws.html

Customer service on Social Media

Introduction

Customer act as very important party for a company. They which has the ability to choose the products and buy the products or services of the company. The customer group of an organization may include users, buyers, and decision makers in a group, funders, referrers, and staff as internal customer. For example, the customer able to choose the drink of Drinho Company and Yeo’s Company when the season of Chinese New Year. The sales of the company will depends on the customers. Besides, customer value is important to identify the company in the market. Customer value is the difference between the cost of the customer purchase and the customer gains the products or services (Yamamoto, n.d.). As an example that A mobile phone selling in more higher price than other mobile phone but customer will define the quality of the mobile phone before purchase the phone. The quality will increase the customer value and help customer in making a purchase decision. Therefore the customer relationship management was become a virtual project for a company.

Definition of Customer Relationship Management (CRM)

Customer relationship management (CRM) refers that a system that can increase the customer loyalty and retain toward the company. Besides, CRM can understand the customer expectation to the products or services of the company and it will achieve the customer satisfaction. Greenberg (2001) stated that before develop this project, the company have to understand the customer changing in nature behavior. The project of CRM will comes out many benefit for the company such as positive toward the company, gain higher profitability, customer retention and loyalty, cost reduction (Amofah & Ijaz, 2005). From the research of Khalifa and Liu (2001) that CRM can be indicate as very important project for a company because some of the company will develop budget around or more than RM 10 million. To develop this project, customer service is a virtual component of CRM.

Definition of Customer Services

Customer service is one of the organizational process in the growing stage and attracting more business opportunities to increase the profitability (Akbar, M. M. & Parvez, N., 2009). Nowadays, the rapid development of social network was bring the customer service into the another stage. The company need to make the change and respond to the change of the tremendous. The customer can get more and more information about the company. Before customer services through the social media, the customer services already exist on the market. They use telephone to carry out the customer services but the customer cannot get the virtual satisfy and may not imagine for the product of the customer services describe. After customer services through the social media, most of the company has start to create an account on social media.

Next, customer services can help to resolve the problem oversea. Through the social media (Facebook, Twitter, MySpace) the company can overcome the culture with another countries company. The company will develop different language for other countries webpage. For instant, IPhone Company in different countries has develop different version to gain the customer more easier understand their company. Besides, this can help the company get the opportunities to dialogue with between customer and business instead of one-side communication such as advertising (Vinnie, P. & Ayuna, C, 2010). Some of the companies will pay a lot of money to design their own specialized Youtube page (Kari, P. & Marcos, A, 2010).

Some of the company may only focus on social media as customer service such as Telekom Malaysia (TM) which was only focus on Twitter. The advantage for TM focus only on one social media that they can pay all the attention to that social media and the reply will be more standardize. Customer will not feel clutter to find the way to contact customer services. The disadvantage that TM only rely on one social media and it cannot reach large public as the people not have the account of twitter. Customer will get trouble to communicate with company once Twitter webpage getting system down.

Besides, the company or supplier can sell their item through social network. Therefore the customer may compare the quality of the product and services through social networking. In fact, company can build more closer and profitable relationship with customer throughout the social networking. The company and customer have better relationship will bring more benefit for company. Social networking is a suitable framework for customer service. It also provide the platform for the customer chat or communicate on personal level (Assaad, W & Gomez, J, M., 2011). Other than that, company also create the platform and opportunities for customer to direct respond about the product or services to company. The company also can get the first respond to improve their service. For example, customer A go to Restaurant Sushi King Klang having the dinner, but the service of employee is bad and the environment of that restaurant unsanitary so the customer may go to email the customer service of Restaurant Sushi King to make a complaint. The company can improve the health of the restaurant and give the training for their employee. Instead of the customer A post something bad towards the company. If the customer post that bad status, the sales of the restaurant will be effected.

Customer service through the social media that will make the interactive of customer and company in the stage of visible. Public can make the research about the interest company. Social network have the power of informing and influencing people purchase decision (Bashar,A &Ahmad, I &Wasiq, M., 2012). Company make the publicity for the new product or services to market through Facebook. Customer can straightly write the comment under the photos, which will be visible for all the public. Once the bad comments are not solved by the company, other of the customers may stand the perspective before having the product of service. Nowadays, many users will trust their peer opinion who gain the product and services more than advertising or marketing strategies.  

Furthermore, customer service need provide good service. Customer service is to assist customer to answer the questions and offering a help for customer. Customer services create the first impressions for the customer to justify whether the company is good or bad. From a government website state that employee of the customer services need to have the attitudes that enjoy helping people, greeting the customer and care for them, have to give the equal treatment for all the customer. The important component is have to clearly understand customer with special needs (Government of South Australia, 2006).

Conclusion

In conclusion, customer is the core of a company who will affect the operation of the company. The company develop the Customer relationship management (CRM) that the project to more understand the nature of customer which can increase the customer loyalty and customer satisfaction toward the company. Customer services is the most effective methods to achieve the goals of CRM. A good customer service need to know customer expectations, customer satisfaction, and outcomes of poor customer service and advantage of good customer services. Besides, a company have a good customer services will increase the status of company.

Bibliography

Akbar, M. M. & Parvez, N. (2009). Impact of Service Quality, Trust, and Customer Satisfaction on Customers Loyalty. ABAC Journal, Vol. 29(1), 24-38

Amofah, P. & Ijaz A. (2005). Objectives, Strategies and Expected Benefit of Customer Rleationship Management (Master Thesis, Lulea University of Technology, Sweden) Retrieved from: https://pure.ltu.se/ws/files/30961216/LTU-PB-EX-0503-SE.pdf

Assaad. W & Gomez. J. M. (2011). Social Network in marketing (Social Media Marketing): Opportunities and Risks. International Journal of Managing Public Sector Information and Communication Technologies (IJMPICT), Vol. 2(1), 13-22 DOI: 10.5121/ijmpict.2011.2102

Bashar,A & Ahmad, I & Wasiq, M. (2012). Effectiveness of Social Media As A Marketing Tool: An Empirical Study. International Journal of Marketing, Financial Services & Management Research, Vol.1 (11), 88-99

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Greenberg, P. (2001). CRM at the Speed of Light: Capturing and Keeping Customers in internet Real Time. Berkeley: Osborne/McGraw-Hill.

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Khalifa, M. & Liu, V. (2003). Determinants of Satisfaction at Different Adoption Stages of Internet-Based Services. Journal of the Association for Information Systems. 4 (5), 206-232.

Vinnie, P. & Ayuna, C. (2010). Social Media and Companies. Student Journal of Media Literacy Education 2010, Vol.1 (1), 6-12

Yamamoto, A. P. (n.d.). Understanding Customer Value Concept: Key to success.