The definitive guide to social CRM : maximizing customer relationships with social media to gain market insights, customers, and ProfitsSocial CRM
By: Goldenberg, Barton J
Material type:
BookPublisher: Indianapolis, IN : Pearson, 2015Edition: 1st ed.Description: xvii, 254 pages : illustrations ; 24 cm.Content type: text Media type: unmediated Carrier type: volumeISBN: 9780134133904Subject(s): Customer relations -- Management | Social media
| Item type | Home library | Call number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|
| REGULAR | University of Wollongong in Dubai Main Collection | 658.8 GO DE (Browse shelf) | Available | T0017784 |
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