| 000 -LEADER |
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| fixed length control field |
03105cam a22003015i 4500 |
| FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
141211s2015 inu 000 0 eng |
| LIBRARY OF CONGRESS CONTROL NUMBER |
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| LC control number |
2014959167 |
| INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9780134133904 |
| CATALOGING SOURCE |
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| Original cataloging agency |
DLC |
| Language of cataloging |
eng |
| Description conventions |
rda |
| Transcribing agency |
DLC |
| AUTHENTICATION CODE |
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| Authentication code |
pcc |
| SYSTEM CONTROL NUMBER |
|---|
| System control number |
18403959 |
| DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20170126100747.0 |
| CONTROL NUMBER |
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| control field |
60508 |
| CONTROL NUMBER IDENTIFIER |
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| control field |
UOWD |
| MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Goldenberg, Barton J. |
| TITLE STATEMENT |
|---|
| Title |
The definitive guide to social CRM : |
| Remainder of title |
maximizing customer relationships with social media to gain market insights, customers, and ProfitsSocial CRM |
| Statement of responsibility, etc |
Barton J. Goldenberg |
| EDITION STATEMENT |
|---|
| Edition statement |
1st ed. |
| PROJECTED PUBLICATION DATE |
|---|
| Projected publication date |
1503 |
| PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE STATEMENTS |
|---|
| Place of production, publication, distribution, manufacture |
Indianapolis, IN : |
| Name of producer, publisher, distributor, manufacturer |
Pearson, |
| Date of production, publication, distribution, manufacture |
2015. |
| PHYSICAL DESCRIPTION |
|---|
| Extent |
xvii, 254 pages : |
| Other physical details |
illustrations ; |
| Dimensions |
24 cm |
| CONTENT TYPE |
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| Content Type Term |
text |
| Content Type Code |
txt |
| Source |
rdacontent |
| MEDIA TYPE |
|---|
| Media Type Term |
unmediated |
| Media Type Code |
n |
| Source |
rdamedia |
| CARRIER TYPE |
|---|
| Carrier Type Term |
volume |
| Carrier Type Code |
nc |
| Source |
rdacarrier |
| FORMATTED CONTENTS NOTE |
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| Formatted contents note |
Introduction xviii Part I: The Impact of Social Media on Customer Relationships 1 Chapter 1: Social CRM: The Intersection of Social Media and CRM 2 Chapter 2: Smart Ways to Incorporate Social Media into Your Organization 17 Chapter 3: Social Media Pilot Case Study 26 Part II: Social CRM 33 Chapter 4: Leverage Social Media Information to Advance Your Social CRM Efforts 34 Chapter 5: Creating Your Social Media Community in Support of Social CRM 45 Chapter 6: Social Media Knowledge Communities and Social CRM 59 Chapter 7: Overcoming Skepticism to Exploit Social CRM 65 Part III: Readying for Social CRM Implementation 71 Chapter 8: Getting Your Social CRM Strategy Right 72 Chapter 9: Social CRM Software Selection and Vendor Negotiation 83 Chapter 10: Ten Steps to Effective Social CRM Implementation 100 Chapter 11: Social CRM: Achieving the Right Mix of People, Process, and Technology 107 Part IV: Social CRM-Process Issues 111 Chapter 12: Realizing Effective Process Change 112 Chapter 13: Understanding Business Process Review 118 Chapter 14: Applying "Process" Best Practices to Social Media Strategy 124 Part V: Social CRM-People Issues 133 Chapter 15: Overcoming Inevitable People Issues 134 Chapter 16: Keeping Users Engaged and Happy 144 Chapter 17: Applying "People" Best Practices to Social Media 150 Part VI: Social CRM-Technology Issues 157 Chapter 18: Social CRM Technology Issues 158 Part VII: The Future of Social CRM 165 Chapter 19: Customers of the Future and Their Impact on Social CRM 166 Chapter 20: The Impact of Mobility on Social CRM 171 Chapter 21: The Impact of Gamification on Social CRM 178 Chapter 22: The Impact of Big Data Analytics and Insight on Social CRM 185 Chapter 23: The Impact of Channel Optimization on Social CRM 191 Chapter 24: The Impact of the Internet of Things on Social CRM 198 Part VIII: Appendixes 209 Appendix A: Social Media Policy Examples 210 Appendix B: Leading Social Media Monitoring and Filtering Tools 213 Appendix C: Leading Social CRM Software Solutions 215 Appendix D: Social CRM Technology Trends 221 Appendix E: Addressing Social CRM Security Risks 230 Appendix F: A Glossary of Terms 239 Index 245 |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer relations |
| General subdivision |
Management |
| Source of heading or term |
sears |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Social media |
| Source of heading or term |
sears |
| ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
REGULAR |