Contents at a Glance
Part I: Welcome to the World of Social CRM
Chapter 1: Implementing the New Social Business
Chapter 2: Meeting the New Kid on the Block: Social CRM
Chapter 3: Overcoming Challenges to Social CRM
Chapter 4: Courting the Social Customer
Part II: Building Your Social CRM Strategy
Chapter 5: Establishing the New Social Business Model
Chapter 6: Refreshing Marketing 2.0 for Social CRM
Chapter 7: Using the Social Media in Social CRM
Chapter 8: Aligning Sales in Social CRM
Chapter 9: Building a Customer Loyalty and Advocacy Program
Chapter 10: Creating Socially Relevant Customer Service
Chapter 11: Supporting the Age of Mobility
Part III: Developing a Social and Collaborative Business
Chapter 12: Building a Social Organization
Chapter 13: Enabling and Empowering Your Employees
Part IV: Measuring the Impact of Social CRM
Chapter 14: Analyzing Data to Drive Results
Chapter 15: Keeping Up with Evolving Technology
Chapter 16: Top Ten Enterprise-Level Social CRM Solutions
Chapter 17: Top Ten Customer Service–Centric Social CRM Solutions
Chapter 18: Top Ten Social CRM Thought Leaders
Chapter 19: Top Ten Small Business Social CRM Vendors
Chapter 20: Top Ten Cross-Channel Marketing Vendors