""This book facilitates an understanding of diverse social media tools and platforms and their impact on society, business, and the economy and illustrates how online communities can benefit the domains of marketing, finance, and information technology"--Provided by publisher"--

This paper focuses on the role of online communities in performing two important functions of CRM - building trust and enhancing perceived value in consumers. The paper moves ahead to study the features of online communities which make them part of the value delivering and enhancing mechanisms...