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Social CRM For Dummies Paperback – January 4, 2013

3.7 out of 5 stars 3 customer reviews

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Frequently Bought Together

  • Social CRM For Dummies
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  • The CRM Handbook: A Business Guide to Customer Relationship Management
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  • CRM at the Speed of Light, Fourth Edition: Social CRM 2.0 Strategies, Tools, and Techniques for Engaging Your Customers
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Editorial Reviews

From the Back Cover

Learn to:

  • Create new marketing communications quickly
  • Engage and collaborate with your customers
  • Maximize digital media for customer service
  • Develop content that gets results from your online community

Big business or small, social CRM helps you reach and interact with your customers

Today's customer-focused technology can revolutionize the way you support and market your business. Social media shapes opinions about brands, including yours, and this book teaches you how to influence those opinions by interacting with your customers. Learn to build a strategy, craft a social business, measure the results, and keep moving forward.

  • What makes it social — compare traditional customer relationship management with social CRM and understand the differences
  • Create a strategy — explore social business models, learn how to make your message relevant to your audience, and earn your customers' trust
  • Be customer-centric — discover how to listen to your customers on social media and identify solutions your business can provide
  • Choose your media — learn effective ways to engage customers with blogs, video, podcasts, Facebook, and Twitter
  • Examine the ecosystem — find out how to assess your business ecosystem and incorporate the right social CRM tools
  • Stay mobile — recognize consumer trends in mobile and tailor mobile campaigns to your customers' needs
  • Sort the information — learn how to analyze social CRM data

Open the book and find:

  • The evolution of social CRM
  • Tips on interacting with customers
  • Why mobile matters
  • How to set goals that guide analytics
  • What loyalty programs do to retain customers
  • Social CRM success stories
  • The importance of a social media policy
  • How to empower your employees

About the Author

Kyle Lacy is an authority on applying social and digital media in both large and small businesses. Stephanie Diamond is a former marketing director for AOL and founder of Digital Media Works, Inc. Jon Ferrara is the founder and CEO of a social CRM company, Nimble, and cofounded CRM solution GoldMine.

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Product Details

  • Paperback: 360 pages
  • Publisher: For Dummies; 1 edition (January 4, 2013)
  • Language: English
  • ISBN-10: 1118242491
  • ISBN-13: 978-1118242490
  • Product Dimensions: 7.3 x 0.8 x 9.2 inches
  • Shipping Weight: 1.6 pounds (View shipping rates and policies)
  • Average Customer Review: 3.7 out of 5 stars  See all reviews (3 customer reviews)
  • Amazon Best Sellers Rank: #1,969,417 in Books (See Top 100 in Books)

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By David Strom on April 8, 2013
Format: Paperback
Perhaps a better title for this book would be the above. The authors take us through the evolution of CRM and how it has become more social, more conversational, and more customer-driven. This is a beginner's book (befitting the "dummies" imprint) and it has a lot of great information on how a small business can get started using what it calls "social CRM" -- meaning everything from blogs to Twitter to podcasts to videos. Along the way, they provide tons of tools to help you keep track of which are the most effective for your particular situation, and which can help you create and distribute engaging content.

You'll have to change many of your business processes to become more socially adept. You'll need to learn how to incorporate social messages and conversations into your company's brand, and how to assemble a social-friendly team internally. If this is appealing to you, then buy this book.
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Format: Paperback Verified Purchase
Seems to be written primarily for midsize and large companies.
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Format: Paperback
Book was in very good condition.
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