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Research Paper | Computer Science & Engineering | Egypt | Volume 6 Issue 12, December 2017

Enhancing Social Customer Relationship Management by Using Sentiment Analysis

Mona Mohamed Nasr | Essam Mohamed Shaaban | Ahmed Mostafa Hafez

Abstract: These days most people use social media sites like Facebook, Twitter, etc. to review, buying and complain about products or services. According to the previous, most companies changed from traditional CRM to SCRM to be able to retain the current Customers and also can compete with the others and get new Customers. Starting from the importance of Customer reviews about products or services for companies, we started working on this paper. Sentiment analysis model was used to get Customers opinions about product or service then manual analysis has been done on negative and positive reviews. The result of this research is beneficial reports for business decision makers to enhance SCRM.

Keywords: Social Media, Customer Relationship Management, Social Customer Relationship Management, Sentiment analysis

Edition: Volume 6 Issue 12, December 2017,

Pages: 803 - 807