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Full Description
Discover great ways to engage your customers through the social web 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.
Contents
Introduction 1 Part IChapter 1: Implementing the New Social Business 9 Chapter 2: Meeting the New Kid on the Block: Social CRM 15 Chapter 3: Overcoming Challenges to Social CRM 29 Chapter 4: Courting the Social Customer 37 Part II: Building Your Social CRM Strategy 49 Chapter 5: Establishing the New Social Business Model 51 Chapter 6: Refreshing Marketing 2.0 for Social CRM 65 Chapter 7: Using the Social Media in Social CRM 73 Chapter 8: Aligning Sales in Social CRM 125 Chapter 9: Building a Customer Loyalty and Advocacy Program 157 Chapter 10: Creating Socially Relevant Customer Service 179 Chapter 11: Supporting the Age of Mobility 209 Part III: Developing a Social and Collaborative Business 225 Chapter 12: Building a Social Organization 227 Chapter 13: Enabling and Empowering Your Employees 237 Part IV: Measuring the Impact of Social CRM 257 Chapter 14: Analyzing Data to Drive Results 259 Chapter 15: Keeping Up with Evolving Technology 271 Part V: The Part of Tens 279 Chapter 16: Top Ten Enterprise-Level Social CRM Solutions 281 Chapter 17: Top Ten Customer Service Centric Social CRM Solutions 289 Chapter 18: Top Ten Social CRM Thought Leaders 297 Chapter 19: Top Ten Small Business Social CRM Vendors 305 Chapter 20: Top Ten Cross-Channel Marketing Vendors 313 Index 321
