Social CRM For Dummies
- 4h 42m
- Jon Ferrara, Kyle Lacy, Stephanie Diamond
- John Wiley & Sons (US)
- 2013
Social CRM is an evolving tool to help you engage your customers, interact with them, and develop deeper relationships. This handy guide teaches you how to make the most of it, whether your business is a small shop or a large corporation. In a friendly, easy-to-understand style, it explains how you can create new marketing communications and develop smart, applicable content that produces results from your online community. You'll learn to use data to drive results, create social Key Performance Indicators for different business units, and a great deal more.
- Today's consumer uses technology to select relationships with companies; this book teaches business owners how to use social CRM to create relationships that customers want to maintain
- Explains how to integrate social media into your CRM mix
- Shows how to use data and information gathered through social sites
- Helps you develop social KPIs and create content that gets results from your online community
Social CRM For Dummies helps businesses large and small use social media to develop and maintain productive customer relationships.
About the Authors
Kyle Lacy is an authority on applying social and digital media in both large and small businesses.
Stephanie Diamond is a former marketing director for AOL and founder of Digital Media Works, Inc.
Jon Ferrara is the founder and CEO of a social CRM company, Nimble, and cofounded CRM solution GoldMine.
In this Book
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Social CRM for Dummies
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Introduction
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Implementing the New Social Business
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Meeting the New Kid on the Block: Social CRM
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Overcoming Challenges to Social CRM
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Courting the Social Customer
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Establishing the New Social Business Model
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Refreshing Marketing 2.0 for Social CRM
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Using the Social Media in Social CRM
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Aligning Sales in Social CRM
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Building a Customer Loyalty and Advocacy Program
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Creating Socially Relevant Customer Service
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Supporting the Age of Mobility
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Building a Social Organization
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Enabling and Empowering Your Employees
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Analyzing Data to Drive Results
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Keeping Up with Evolving Technology
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Top Ten Enterprise-Level Social CRM Solutions
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Top Ten Customer Service–Centric Social CRM Solutions
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Top Ten Social CRM Thought Leaders
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Top Ten Small Business Social CRM Vendors
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Top Ten Cross-Channel Marketing Vendors
