The aim of this paper will be to evaluate whether using Social Media as a communication channel can be an effective tool to enhance relations between a Public Relations Agency and its customers. It will try to prove or disprove the hypothesis. The objective of this paper will be to critically analyse the literature and past practices of CEO’s while focusing on customer relations. Compare experiences and analyse successful cases and failures. How do PR Agencies manage their customer relations? Which channels they currently use? What strategy do they use, to maintain excellent relations with their current and potential customers? Do they use Facebook or any other Social Network? Do they receive any comments or feedback from their customers and what procedures do they have in place to deal with them? What should their long-term strategy be and whether using Facebook as a tool can improve their customer relations?
