x

Our Privacy Policy has changed. By using this site, you agree to the Privacy Policy.

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

ISBN-10: 0071759182
ISBN-13: 9780071759182
Edition: 2012
Authors: Adam Metz
List price: $19.99 Buy it from $3.00
eBook available
30 day, 100% satisfaction guarantee

If an item you ordered from TextbookRush does not meet your expectations due to an error on our part, simply fill out a return request and then return it by mail within 30 days of ordering it for a full refund of item cost.

Learn more about our returns policy

Description: Customers have changedand you must, too, if you want to stay relevant By now, business leaders fully understand that customers empowered by social media are fundamentally changing the way they interact with the brands they consume. What they've  More...

Used Starting from $13.78
New Starting from $20.15
eBooks Starting from $25.00
Buy
what's this?
Rush Rewards U
Members Receive:
coins
coins
You have reached 400 XP and carrot coins. That is the daily max!
You could win $10,000

Get an entry for every item you buy, rent, or sell.

Study Briefs

Limited time offer: Get the first one free! (?)

All the information you need in one place! Each Study Brief is a summary of one specific subject; facts, figures, and explanations to help you learn faster.

Add to cart
Study Briefs
Business Ethics Online content $4.95 $1.99
Add to cart
Study Briefs
Business Law Online content $4.95 $1.99
Add to cart
Study Briefs
Management Online content $4.95 $1.99

Customers also bought

Loading
Loading
Loading
Loading
Loading
Loading
Loading
Loading
Loading
Loading

Book details

List price: $19.99
Copyright year: 2012
Publisher: McGraw-Hill Education
Publication date: 10/1/2011
Binding: Hardcover
Pages: 304
Size: 6.25" wide x 8.25" long x 0.75" tall
Weight: 0.440
Language: English

Customers have changedand you must, too, if you want to stay relevant By now, business leaders fully understand that customers empowered by social media are fundamentally changing the way they interact with the brands they consume. What they've missed, however, is that this isn't just a marketing issue. It's an organizational issue. And those who plan to compete in the future mustdevelop a business strategy that places major emphasis on appealing to the Social Customer. Succeeding in the new social world of business is much more than a matter of setting up Twitter accounts, understanding the mechanics of viral campaigns, or responding quickly to customer complaints in social forums before they swell out of control. Rather, it's a matter of re-engineering an entire division or organization: it's about social customer relationship management that spans across the entire company: sales, marketing, fulfillment, management, and other departments. The Social Customerprovides a strategic platform you can use to position your organizations to survive and thrive, as well as tactical resources to use in implementation. In short, it presents the next wave of social media strategy that all companies must adopt if they wish to find success in the future.

Adam Metz is the VP of Business Development at Metz Consulting where he has consulted with nearly 100 companies on how to acquire, manage, monetize, and retain customers from the social Web. Metz lives in Oakland, California.

Foreword
Preface
Acknowledgments
Introduction
Disclosures
The Brand As A Social Object And The Business Case For Social CRM
The "How" And "Where" Pf Engagement and the Four Social Customer Scenarios
Social Customer Relationship Management
Social Customer Insights and An Introduction To The 23 Use Cases Of Social CRM
Social Marketing
Social Sales
Social Support
Social Innovation and Product Development
Collaboration
Seamless Customer Experience
Metrics and Rationale
The Methodology
Social CRM Strategy
Misunderstandings And Failures In Social CRM
The 98 Percent Customer Management Model
Social Customer Analytics: How To Tell If Your Team's Doing It Right
Work Flows and Escalation Paths
Social Advertising, The Social/Mobile Platform, And Integration With Retail
The Social Customer and the Law
Consumer Trust and Ethics
International Feel
Conclusion
Afterword
Notes
Index

×
Free shipping on orders over $35*

*A minimum purchase of $35 is required. Shipping is provided via FedEx SmartPost® and FedEx Express Saver®. Average delivery time is 1 – 5 business days, but is not guaranteed in that timeframe. Also allow 1 - 2 days for processing. Free shipping is eligible only in the continental United States and excludes Hawaii, Alaska and Puerto Rico. FedEx service marks used by permission."Marketplace" orders are not eligible for free or discounted shipping.

Learn more about the TextbookRush Marketplace.

×