This book will help people to understand that the personal story of an individual is necessary to create a relationship with your company or organization.\xa0It will\xa0help people maximize social media from an individual standpoint not just\xa0the mass marketing speak of fans and followers.
Front Cover.
Title Page.
Copyright Page.
About the Authors.
Dedication.
Authors’ Acknowledgments.
Contents at a Glance.
Table of Contents.
Introduction.
1: Welcome to the World of Social CRM.
2: Implementing the New Social Business.
3: Meeting the New Kid on the Block: Social CRM.
4: Overcoming Challenges to Social CRM.
5: Courting the Social Customer.
6: Building Your Social CRM Strategy.
7: Establishing the New Social Business Model.
8: Refreshing Marketing 2.0 for Social CRM.
9: Using the Social Media in Social CRM.
10: Aligning Sales in Social CRM.
11: Building a Customer Loyalty and Advocacy Program.
12: Creating Socially Relevant Customer Service.
13: Supporting the Age of Mobility.
14: Developing a Social and Collaborative Business.
15: Building a Social Organization.
16: Enabling and Empowering Your Employees.
17: Measuring the Impact of Social CRM.
18: Analyzing Data to Drive Results.
19: Keeping up with Evolving Technology.
20: The Part of Tens.
21: Top Ten Enterprise-Level Social CRM Solutions.
22: Top Ten Customer Service-Centric Social CRM Solutions.