Social CRM for dummies - Kyle Lacy

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

Todays 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