Use Social Media Analytics to Serve Customers Better

In the article “Users of the world, unite! The challenges and opportunities of Social Media” authors Andreas Kaplan and Michael Haenlein defines social media as “a group of Internet-based applications that build on the ideological and technological foundations of Web 2.0, and that allow the creation and exchange of user-generated content." They divide social media into six different types namely, blogs and microblogs, content communities, collaborative projects, social networking

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