Kelly's Kitchen strives to improve its customer service and make sure its customers enjoy the food and ambience. It has a team dedicated to keep track of customers' opinion about Kelly's kitchen on popular food review sites and other Web sites

It tries its best to incorporate any changes suggested by its customers on such sites. This scenario illustrates _____.
a. relationship selling

b. social media monitoring
c. market segmentation

d. social commerce

ANSWER: b

This scenario illustrates social media monitoring. Social media monitoring is the process of identifying and assessing what is being said about a company, individual, product, or brand. It can involve sentiment analysis and text mining specific key words on social networking Web sites, blogs, discussion forums, and other social media.