The Definitive Guide to Social CRM
The Definitive Guide to Social CRM

Author: Barton J. Goldenberg

Publisher: Pearson Education

Published: 2015-02-24

Total Pages: 273

ISBN-13: 0134134001

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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 field’s #1 expert, offers a proven, four-step methodology for succeeding with Social CRM work in any B2B, B2C, or B2B2C organization. You’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 today’s leading social platforms. Goldenberg shows how to: • Systematically harvest information from Social Media conversations and communities: Facebook, Twitter, LinkedIn, Google+, and beyond • Integrate this information into expanded customer profiles • 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 you’ve deployed it. You’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 — and the fast-changing customer tomorrow’s systems must serve. For all executive decision-makers, managers, and implementers who are involved in, planning, or considering Social CRM initiatives.

Social CRM For Dummies
Social CRM For Dummies

Author: Kyle Lacy

Publisher: John Wiley & Sons

Published: 2013-05-17

Total Pages: 336

ISBN-13: 1118283139

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Discover great ways to engage your customers through the social web 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.

Customer Relationship Management
Customer Relationship Management

Author: SCN Education

Publisher: Springer Science & Business Media

Published: 2013-11-11

Total Pages: 406

ISBN-13: 3322849619

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This HOTT Guide defines CRM from different points of view: sales, marketing, customer support and technology. By presenting white papers on the technology, business cases, reports sharing the major trends occurring in the CRM marketplace, interviews with experts in the CRM-field, and a special chapter dedicated to the implementation of CRM in callcenters, the reader will have the most complete file on CRM possible at his disposition.

Social CRM: a Complete Guide
Social CRM: a Complete Guide

Author: Gerard Blokdyk

Publisher:

Published: 2017-11-05

Total Pages: 130

ISBN-13: 9781979459563

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What are the best social crm analytics tools? How do we maintain Social CRM's Integrity? Who is the main stakeholder, with ultimate responsibility for driving Social CRM forward? Can we do Social CRM without complex (expensive) analysis? Is the Social CRM organization completing tasks effectively and efficiently? Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role... In EVERY company, organization and department. Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' For more than twenty years, The Art of Service's Self-Assessments empower people who can do just that - whether their title is marketer, entrepreneur, manager, salesperson, consultant, business process manager, executive assistant, IT Manager, CxO etc... - they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better. This book is for managers, advisors, consultants, specialists, professionals and anyone interested in Social CRM assessment. All the tools you need to an in-depth Social CRM Self-Assessment. Featuring 700 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Social CRM improvements can be made. In using the questions you will be better able to: - diagnose Social CRM projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Social CRM and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Social CRM Scorecard, you will develop a clear picture of which Social CRM areas need attention. Included with your purchase of the book is the Social CRM Self-Assessment downloadable resource, which contains all questions and Self-Assessment areas of this book in a ready to use Excel dashboard, including the self-assessment, graphic insights, and project planning automation - all with examples to get you started with the assessment right away. Access instructions can be found in the book. You are free to use the Self-Assessment contents in your presentations and materials for customers without asking us - we are here to help.

The Social Customer: How Brands Can Use Social CRM to Acquire, Monetize, and Retain Fans, Friends, and Followers
The Social Customer: How Brands Can Use Social CRM to Acquire, Monetize, and Retain Fans, Friends, and Followers

Author: Adam Metz

Publisher: McGraw Hill Professional

Published: 2011-08-16

Total Pages: 306

ISBN-13: 0071759182

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"The social customer is your NEW customer. And if you don’t recognize it, they will be someone else’s new customer. Adam Metz presents a clear, concise game plan for attracting them, connecting with them, and keeping them. Don’t just buy this book: invest in the content. Actually, invest time to implement the content." —JEFFREY GITOMER, author of The Little Red Book of Selling and Social BOOM! "This book connects two key dots in the customer equation: knowing why your customers uniquely do business with you and taking actions that cause them to repeat that choice more frequently." — RICH BLAKEMAN, sales vice president, Miller Heiman, from the Afterword "I’ve seen the future of marketing and it delivers in less than 300 pages. Adam Metz’s The Social Customer makes a compelling case for revolutionizing your thinking about how you connect and build a relationship with your customer in a fashion that shrinks your marketing team and amplifi es the love the world feels for you and your product. Not easy stuff, and, done the wrong way, it’s dangerous." — CHIP CONLEY, founder of Joie de Vivre Hospitality and author of PEAK: How Great Companies Get Their Mojo from Maslow About the Book IF you look at the people who follow your company via social media simply as "social media users," you’re missing a much bigger picture. They are, above all, your customers—and as such, they have a multitude of needs. But without the right social media strategy, they might not remain your customers for long. Adam Metz is prized by clients and online fans for his understanding of what makes both companies and their customers click—and how social media can get them in sync and drive revenue. In The Social Customer, he teaches you all you’ll need to know to transform your business—not just on the Web but across the board. Even if Facebook and Twitter were to disappear tomorrow, these are the fundamentals that will always apply—whatever the technology and whatever the social media. You’ll learn: How to transform your brand into a coveted "Social Object" Where your brand currently stands with your social customers—and how to mobilize your customers to get the word out The "The Ten Commandments of Social Customer Relationship Management" How to harness the power of collaboration How to delight your customers and win loyalty through individualized Treatment What terms like "Social Marketing" and "Social Sales Insights" really mean—and why they can be vital to business success Metz also includes anecdotes, case studies, and outside-the-box inspiration from branding innovators—ranging from upstart punk bands to absolute giants like Burger King and SAP—all designed to keep you thinking critically, creatively, and with the kind of flexibility that will keep your social customers engaged as your company grows.

The CRM Handbook
The CRM Handbook

Author: Jill Dyché

Publisher: Addison-Wesley Professional

Published: 2002

Total Pages: 338

ISBN-13: 9780201730623

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CRM is an integrated information system that is used to plan, schedule and control the pre-sales and post-sales activities in an organization. This text is a manager's guide to making the most of CRM techniques for enhancing customer service, sales force effectiveness and marketing strategy.

Social CRM A Complete Guide - 2020 Edition
Social CRM A Complete Guide - 2020 Edition

Author: Gerardus Blokdyk

Publisher: 5starcooks

Published: 2020-01-28

Total Pages: 302

ISBN-13: 9781867317876

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Will your goals reflect your program budget? When information truly is ubiquitous, when reach and connectivity are completely global, when computing resources are infinite, and when a whole new set of impossibilities are not only possible, but happening, what will that do to your business? How do you manage and improve your Social CRM work systems to deliver customer value and achieve organizational success and sustainability? What harm might be caused? How will costs be allocated? This exclusive Social CRM self-assessment will make you the reliable Social CRM domain specialist by revealing just what you need to know to be fluent and ready for any Social CRM challenge. How do I reduce the effort in the Social CRM work to be done to get problems solved? How can I ensure that plans of action include every Social CRM task and that every Social CRM outcome is in place? How will I save time investigating strategic and tactical options and ensuring Social CRM costs are low? How can I deliver tailored Social CRM advice instantly with structured going-forward plans? There's no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Social CRM essentials are covered, from every angle: the Social CRM self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Social CRM outcomes are achieved. Contains extensive criteria grounded in past and current successful projects and activities by experienced Social CRM practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Social CRM are maximized with professional results. Your purchase includes access details to the Social CRM self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation - In-depth and specific Social CRM Checklists - Project management checklists and templates to assist with implementation INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

The Small Business' Guide to Social Crm
The Small Business' Guide to Social Crm

Author: Craig M. Jamieson

Publisher: Impackt Publishing

Published: 2014-10-04

Total Pages: 174

ISBN-13: 9781783001200

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Annotation If you want to effectively manage and build your customer base to drive your business forward, this book will provide you with the knowledge and strategies you need for success.