| 000 | 03105cam a22003015i 4500 | ||
|---|---|---|---|
| 008 | 141211s2015 inu 000 0 eng | ||
| 010 | _a 2014959167 | ||
| 020 | _a9780134133904 | ||
| 040 |
_aDLC _beng _erda _cDLC |
||
| 042 | _apcc | ||
| 100 | 1 | _aGoldenberg, Barton J. | |
| 245 | 1 | 0 |
_aThe definitive guide to social CRM : _bmaximizing customer relationships with social media to gain market insights, customers, and ProfitsSocial CRM _cBarton J. Goldenberg |
| 250 | _a1st ed. | ||
| 263 | _a1503 | ||
| 264 | 1 |
_aIndianapolis, IN : _bPearson, _c2015. |
|
| 300 |
_axvii, 254 pages : _billustrations ; _c24 cm |
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| 336 |
_atext _btxt _2rdacontent |
||
| 337 |
_aunmediated _bn _2rdamedia |
||
| 338 |
_avolume _bnc _2rdacarrier |
||
| 035 | _a18403959 | ||
| 505 | 0 | _aIntroduction 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 | |
| 650 | 7 |
_aCustomer relations _xManagement _2sears |
|
| 650 | 7 |
_aSocial media _2sears |
|
| 005 | 20170126100747.0 | ||
| 001 | 60508 | ||
| 003 | UOWD | ||
| 942 | _cREGULAR | ||
| 999 |
_c26516 _d26516 |
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