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Small Business' Guide to Social CRM.

Author: Craig M Jamieson
Publisher: Packt Publishing, 2014.
Edition/Format:   eBook : Document : EnglishView all editions and formats
Summary:
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.

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Genre/Form: Electronic books
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Craig M Jamieson
ISBN: 1322180342 9781322180342 9781783001200 1783001208 9781783001217 1783001216
OCLC Number: 893189441
Language Note: English.
Description: 1 online resource
Contents: Cover; Copyright; Credits; Foreword; About the Author; Acknowledgments; About the Reviewers; Contents; Preface; Chapter 1: Exploring the Key Benefits of Social CRM for Your Small Business; The social media ecosystem; Social building blocks; Why a Social CRM?; Key benefits of Social CRM; Global benefits; Customer retention; Create new revenues; Contact records; Stay organized; Unified communications; Calendar and task management; Collaboration; Document storage and management; Leverages social sales; Build relationships; Make the touches; Generate referrals; Find new connections. Discover new opportunitiesManage leads; Pipeline management; Social marketing; Create brand awareness and brand monitoring; Manage campaigns; Generate leads; Create and manage groups, communities, and pages; Social customer service; Online reputation management; Customer support; Solidify relationships; Manage your business; Summary; Chapter 2: Social Business --
the Foundation of Social CRM; Understanding Social CRM; Network overviews; LinkedIn; Twitter; Facebook; Google+; Your personal profiles and company pages; LinkedIn; Twitter; Facebook; Google+; Connecting with others; LinkedIn; Twitter. FacebookGoogle+; Share updates and engage; LinkedIn; Twitter; Facebook; Google+; Focus with lists and circles; LinkedIn; Twitter; Facebook; Google+; Groups and events; LinkedIn; Twitter; Facebook; Google+; Summary; Chapter 3: Laying the Groundwork for Social CRM; Assess your social business status; Who in your business should be using Social CRM?; Who will take the lead?; Suggestions for your meeting; Where are my customers?; Grow your network and grow your business!; Getting buy-ins from your users; Never request buy-ins; Addressing salesperson hesitancy. What salespeople want and can SCRM actually deliver it?Summary; Chapter 4: Define Your Social CRM Needs Prior to Any Investment; Setting goals and expectations; Document and prioritize your needs; Typical SCRM configurations; General company needs --
technical; Number of users and storage requirements; User roles and permissions; Contact records; Custom fields; E-mail and calendar integration; Synchronization; Workflow management; General company needs --
application; Dashboard; Tags; Search; Collaboration; Social integration; Reporting; Third-party integrations. Additional frequently found-featuresSales needs; Account type; Other fields or custom fields; Reminders and recurring reminders; Pipelines and forecasting; Estimates, quotes, and proposals; Social monitoring; Management; Reviewing individual deal and contact records; Dashboards; Reports; Marketing needs; Campaign creation; E-mail and marketing templates; Campaign responses; Communities; Management; Campaign results; Customer service needs; Cases; Monitoring; Management; Should your SCRM be mobile?; Your needs recapped; Summary; Chapter 5: Choosing and Implementing Your New Social CRM.

Abstract:

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.

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