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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.
[...]... how social CRM supports business’s core needs, such as retaining customers, finding leads, offering customer support, and more Chapter 3 introduces the challenges social CRM poses and strategies that can help lay the groundwork for your social CRM initiatives Chapter 4 is your guide to the social customer’s habits and best practices for approaching the social customer via social media 3 4 Social CRM For. .. of Social CRM 7 Chapter 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. .. however, every aspect of your business is now involved in the future of CRM The social business and an evolving CRM platform is just the next evolution in this customer-centric world Chapter 2 Meeting the New Kid on the Block: Social CRM In This Chapter ▶ Demystifying social CRM ▶ Comparing social CRM with its forerunner ▶ Seeing how social CRM can help your business A t the time of this writing, Facebook... Defining Social CRM 15 Using social media for CRM 16 Accepting multi-way communication 17 Moving from brand speak to real conversations 17 Discovering the Social CRM Fundamentals 18 Focusing on community building 18 Giving influence to your customers 20 Collaborating with customers 20 xii Social CRM For Dummies Understanding the Differences in Social. .. Social CRM T In this part his part is your bird’s-eye view of social CRM You find out where CRM has been, what social CRM looks like today, and where social CRM is likely headed a few years from now We help you understand basic priciples of social CRM, and in doing so, you may begin to develop a picture of what your business’s social CRM strategy might look like No big change comes without a few challenges,... to Social CRM 29 Understanding the Challenges of Social CRM 29 Establishing Best Practices and Guidelines 31 Building a Social CRM Team 31 Training Your Employees 32 Prioritizing Activities and Resources 33 Establishing Your Social CRM Goals 34 Chapter 4: Courting the Social Customer 37 Exploring the Habits of the Social. .. paradigm shift to social business isn’t so overwhelming Defining Social CRM There are many forms and definitions surrounding the idea of social CRM The basic idea is that multiple business units interact using the social web (social media) You have the ability to overlay the traditional CRM model with social data that builds better relationships for the future The official definition is best given by our... presentation Three Reasons You Will Do Social CRM: 16 Part I: Welcome to the World of Social CRM Social CRM is a philosophy and a business strategy, supported by a system and a technology, designed to improve human interaction in a business environment It’s about more than just changes and advances with communication methods, social media monitoring tools, and CRM software Social CRM represents a real paradigm... this book is for you Whether you’re an executive or small business owner, this book will give you an in-depth look at the world of social business and social CRM The world of customer relationship management is absolutely massive The changes in the industry from software development to cloud-based computing have created a scenario of constant development for everyone in the 2 Social CRM For Dummies marketing... the book in the For Dummies way because it is perfect for quick reviewing and reading If you want to know about certain software for marketing automation, you can go directly to that section Perfect right? Let’s take a look at how each section is organized and detailed Part I: Welcome to the World of Social CRM This is your complete guide to understanding the beginning of CRM and social CRM From humble . alt="" by Kyle Lacy, Stephanie Diamond, and Jon Ferrara Social CRM FOR DUMmIES ‰ Social CRM For Dummies ® Published by John Wiley & Sons, Inc. 111. 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