Dedications

Kyle Lacy: To my wife, Rachel, and to all the digital marketers of the world who are pushing to drive change in their organizations.

Stephanie Diamond: To Barry who makes all things possible. And to my family for their love and support.

Jon Ferrara: To the man who taught me the meaning of relationships, customer engagement and Social Selling, my father, Angelo Ferrara. He taught me the power of listening and engaging customers, nurturing relationships and staying top of mind with customers. To the woman who has taught me the importance of being present with family, friends and who teaches me on a daily basis the importance of art and soul development, my wife, Arleen Ferrara. To my children who on a daily basis teach me about myself and enable me to grow as a human being.

Authors’ Acknowledgments

Kyle Lacy: I often say that social media is multiple minds building a creative community, and this book is no different. I couldn't have written this book without the help of some extremely special people. First off, thank you to Amy Fandrei and Rebecca Huehls for their absolutely angelic patience during the writing of this book. I would also like to thank my coauthors, Jon Ferrara and Stephanie Diamond.

I would like to thank the people in my life and my community who helped me gain the knowledge, experience, and insights to product this book. I have two families in my life. My immediate family and my ExactTarget family. Thanks to my wife Rachel Lacy for her patience and love while writing this book. I would be remiss not to thank my parents and siblings for building my understanding of what it truly means to build community.

Also, thank you to all the Social CRM, CRM, social media, and digital marketers who helped form the ideas in this book. There are too many to name, but you know who you are. Thanks for providing content that helps drive change instead of irrelevancy.

Stephanie Diamond: It has been my distinct privilege to write this book. I want to offer thanks to my coauthors, Kyle Lacy and Jon Ferrara, and the For Dummies publishing team at Wiley for lettting me coauthor this book for their audience of smart readers.

The following people were especially important in creating this book, and I offer very sincere thanks:

To the great creative group at Wiley, Acquisitions Editor Amy Fandrei, Senior Project Editor Rebecca Huehls, and Technical Editor Alison Zarrella. They helped make this project a reality.

To Matt Wagner, my agent at Fresh Books, for his continued hard work and support on my behalf.

Finally, thanks to you for choosing this book to learn about social CRM. I wish you enormous joy on your exciting journey into this up-and-coming trend.

Jon Ferrara: To the greater CRM/SFA community of users, analysts, editors, and VARS who have supported and inspired my entrepreneurial quests, especially to the GoldMine and Nimble communities.

Huge thanks to Kyle Lacy and Stephanie Diamond for bringing me in to help with the book they wrote. Much appreciation to Amy Fandrei, Chantal Kowalski, and Jen Webb from Wiley Publishing for their support, assistance, and guidance during the course of this project.