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Social CRM For Dummies 1st Edition by Kyle Lacy, Stephanie Diamond, Jon Ferrara ISBN 1118242491 9781118242490

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Author(s): Kyle Lacy, Stephanie Diamond, Jon Ferrara
ISBN(s): 9781118242490, 1118242491
Edition: 1
File Details: PDF, 29.65 MB
Year: 2013
Language: english
SKU: EB-4573200 Category: Tags: , ,

Social CRM For Dummies 1st Edition by Kyle Lacy, Stephanie Diamond, Jon Ferrara – Ebook PDF Instant Download/Delivery: 1118242491, 9781118242490
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Product details:

ISBN 10: 1118242491 
ISBN 13: 9781118242490
Author: Kyle Lacy, Stephanie Diamond, Jon Ferrara 

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.

Social CRM For Dummies 1st Table of contents:

Chapter 1: The Social CRM Revolution

  • The Power of Social Media

  • How Social CRM is Different from Traditional CRM

  • Why Social CRM is Important for Your Business

  • The Impact of Social Media on Customer Relationships

  • The Key Components of Social CRM

  • What Social CRM Means for the Future of Business

Chapter 2: The Social Customer and the Shift in Expectations

  • Understanding the Social Customer

  • How Social Media is Changing the Way Customers Interact

  • The New Expectations of Customers

  • The Shift from Transactional to Relationship-Based Marketing

  • Building Trust with Social Customers

Chapter 3: Key Concepts of Social CRM

  • The Definition of Social CRM

  • The Role of Social Media Platforms

  • Social Listening and Monitoring

  • Social Engagement and Collaboration

  • The Social Customer Journey

  • Social Analytics and Insights

Chapter 4: Building Your Social CRM Strategy

  • Defining Your Social CRM Objectives

  • Identifying the Right Social Platforms for Your Business

  • Creating a Social CRM Roadmap

  • Establishing a Social CRM Team

  • Integrating Social CRM with Existing Business Processes

  • Aligning Social CRM with Business Goals

Chapter 5: Social CRM Tools and Technologies

  • Social CRM Software Overview

  • Key Features to Look for in a Social CRM Tool

  • Popular Social CRM Platforms

  • Integrating Social CRM with Other Tools

  • Evaluating and Selecting the Right Social CRM Software

Chapter 6: Engaging with Social Customers

  • Social Media Engagement Best Practices

  • Responding to Customer Inquiries and Feedback

  • Personalizing Customer Interactions

  • Managing Customer Communities and Groups

  • Handling Complaints and Negative Feedback on Social Media

  • Using Social Media for Customer Support

Chapter 7: Social CRM and Sales

  • Leveraging Social Media for Lead Generation

  • Qualifying and Nurturing Social Leads

  • Social Selling Best Practices

  • Converting Social Engagement into Sales Opportunities

  • Tracking and Measuring Social Sales Performance

Chapter 8: Social CRM and Marketing

  • Social Media Marketing Strategies

  • Building and Managing Social Media Campaigns

  • Using Social Media to Build Brand Awareness and Loyalty

  • Social Advertising and Promotions

  • Measuring Marketing Success with Social Analytics

Chapter 9: Social CRM and Customer Service

  • Social Media as a Customer Service Channel

  • Managing Customer Support Through Social Media

  • Using Social CRM for Customer Retention

  • Building a Strong Social Support Team

  • The Role of Social Listening in Customer Service

Chapter 10: Measuring the Success of Your Social CRM Program

  • Defining Key Metrics for Social CRM

  • Social Media Analytics Tools and Techniques

  • Measuring Engagement and Customer Satisfaction

  • Analyzing the Impact on Sales and Customer Loyalty

  • Continuously Improving Your Social CRM Strategy

Chapter 11: Overcoming Challenges with Social CRM

  • Common Obstacles to Implementing Social CRM

  • Privacy and Security Concerns

  • Dealing with Negative Feedback and Criticism

  • Managing Multiple Social Media Accounts and Channels

  • Integrating Social CRM with Traditional CRM Systems

Chapter 12: The Future of Social CRM

  • Trends and Innovations in Social CRM

  • Artificial Intelligence and Automation in Social CRM

  • The Role of Big Data and Predictive Analytics

  • The Future of Customer Engagement

  • How to Stay Ahead of the Curve with Social CRM

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Tags: Kyle Lacy, Stephanie Diamond, Jon Ferrara, Social CRM