Analysis of “social media” a tool for building business-customers relationship

Relationship and social media are the two terms that coexist interdependently. Due to the trending power growth of social media, the power has gone with the customer side in business areas as social media has given customers convenient access to information. The evolution of internet has made social media one of the most important media for business-customer relationships. Hence the objective of this study is to assess the role of social media in building customer-business relationships. This paper outlines 10 research questions through the review of related literatures. The total of 30 respondents was chosen to conduct study using convenience sampling. Few past articles, journals and research papers are analyzed to make SWOT analysis. The paper carries out empirical research to understand the effectiveness of social media as a marketing tool and an effort has been made to analyze the extent social media help consumers in buying decision making. The study is concluded by generalizing the main aspects that determine the customer relationship and how they are influenced by social media.