The Definitive Guide to Social CRM

The Definitive Guide to Social CRM

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Make Social CRM work! This book presents the first proven framework and step-by-step methodology for driving maximum value from Social CRM throughout sales, marketing, customer service, and beyond. Barton Goldenberg, the fielda€™s #1 expert, offers a proven, four-step methodology for succeeding with Social CRM work in any B2B, B2C, or B2B2C organization. Youa€™ll learn how to integrate people, process and technology to optimize relationships with every customer, achieve seamless collaboration across customer-facing functions, and make the most of todaya€™s leading social platforms. Goldenberg shows how to: a€c Systematically harvest information from Social Media conversations and communities: Facebook, Twitter, LinkedIn, Google+, and beyond a€c Integrate this information into expanded customer profiles a€c Use these profiles to personalize customer service, marketing messages, and sales offers far more effectively Goldenberg assesses the changing impact of social media on customer relationships, identifies smarter ways to profitably integrate it throughout your business, guides you through Social CRM planning and implementation, and examines key challenges and opportunities in leveraging Social CRM after youa€™ve deployed it. Youa€™ll find practical advice on issues ranging from strategy to software selection, vendor negotiation to team development and day-to-day operations. Goldenberg concludes by previewing the future of Social CRM a€” and the fast-changing customer tomorrowa€™s systems must serve. For all executive decision-makers, managers, and implementers who are involved in, planning, or considering Social CRM initiatives.Forda#39;s Social Media Policies Forda€”usually considered an oldfashioned company a€”has one of the best Social Media policies. Its Social ... Remember, your responsibility to Best Buy doesna#39;t end when you are off the clock. For that reason, thisanbsp;...

Title:The Definitive Guide to Social CRM
Author:Barton Goldenberg
Publisher:Pearson Education - 2015-02-24


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