Identifying a need for social media within CDK Global and selecting an appropriate tool to address the need

3.1 Identify a need for use of social media technologies within CDK

CDK Global uses quite a few social media platforms and they all give updates about the company, show achievements and provide information or job roles for potential customers and employees. However, one thing CDK Global does not focus primarily on and could improve on, would be using tools to gather customer feedback and comments. It is very important for businesses to put the customers first and their feedback and comments would allow businesses to improve their customer service, or use it as a promotion to show things that they do well for potential customers.

3.2 Select a Social Media Technology for an identified need within CDK

Twitter would be a good social media platform to use and implement for customer feedback and comments. It is an American social media platform which has around 330 million monthly active users and allows users to post and interact with messages. It allows users to post, like and ‘retweet’ tweets and it also allows users without an account to read tweets. Not only does it allow users to communicate publicly, it allows accounts to be messaged directly. If CDK implement this social media platform it would mean make them more recognisable and reachable due to the amount of users and ease of communication. When posting a tweet, or commenting, it is possible to tag accounts in them so that they are notified immediately. This will provide a quick and easy way for customers writing reviews, providing feedback or searching for support as their messages and posts will be quick to view and hopefully quick to respond to.