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Author: Kevin Roebuck
Publisher: Tebbo
ISBN: 9781743048016
Category : Computers
Languages : en
Pages : 0
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Book Description
Social CRM is use of social media services, techniques and technology to enable organisations to engage with their customers. As an emerging discipline, interpretations of Social CRM vary, but the most frequently quoted definition: Social CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It's the company's response to the customer's ownership of the conversation. Social CRM is often used as a synonym for Social Media Monitoring, where organisations watch services like Facebook, Twitter and LinkedIn for relevant mentions of their product and brand and react accordingly. However, this is too narrow an interpretation, as Social CRM also includes customer communities managed by the organisation themselves. This book is your ultimate resource for Social CRM. Here you will find the most up-to-date information, analysis, background and everything you need to know. In easy to read chapters, with extensive references and links to get you to know all there is to know about Social CRM right away, covering: Social CRM, Attitudinal analytics, Brand community, Business Augmentation Services, Catriona Campbell, ClickTale, COPC Inc., Customer Data Integration, Customer dynamics, Customer experience, Customer experience analytics, Customer experience systems, Customer experience transformation, Customer Feedback Management services, Customer insight, Customer Integrated System, Customer intelligence, Customer interaction management, Customer intimacy, Customer involvement management, Customer lifecycle management, Customer reference program, Customer relationship management, Customer service, Customer service training, Customer Value Models, Demand chain, Enterprise relationship management, EOS CCA, Extended Relationship Management, Facing (retail), Foviance, Help desk, House call, Incentive program, Institute of Customer Service, Kampyle (software), Lead scoring, Music on hold, National Asset Recovery Services, Outsourcing relationship management, Product support, Quality Assurance in Public Transport, Relationship Management Application (RMA), Sales process engineering, Service guarantee, Service rate, Speech analytics, Customer support, SWIFTNet InterAct Realtime, SWIFTNet InterAct Store and Forward, Tealeaf, Technical support, The International Customer Service Institute, Touchpoint, Usability Sciences This book explains in-depth the real drivers and workings of Social CRM. It reduces the risk of your technology, time and resources investment decisions by enabling you to compare your understanding of Social CRM with the objectivity of experienced professionals.
Author: Kevin Roebuck
Publisher: Tebbo
ISBN: 9781743048016
Category : Computers
Languages : en
Pages : 0
Get Book Here
Book Description
Social CRM is use of social media services, techniques and technology to enable organisations to engage with their customers. As an emerging discipline, interpretations of Social CRM vary, but the most frequently quoted definition: Social CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It's the company's response to the customer's ownership of the conversation. Social CRM is often used as a synonym for Social Media Monitoring, where organisations watch services like Facebook, Twitter and LinkedIn for relevant mentions of their product and brand and react accordingly. However, this is too narrow an interpretation, as Social CRM also includes customer communities managed by the organisation themselves. This book is your ultimate resource for Social CRM. Here you will find the most up-to-date information, analysis, background and everything you need to know. In easy to read chapters, with extensive references and links to get you to know all there is to know about Social CRM right away, covering: Social CRM, Attitudinal analytics, Brand community, Business Augmentation Services, Catriona Campbell, ClickTale, COPC Inc., Customer Data Integration, Customer dynamics, Customer experience, Customer experience analytics, Customer experience systems, Customer experience transformation, Customer Feedback Management services, Customer insight, Customer Integrated System, Customer intelligence, Customer interaction management, Customer intimacy, Customer involvement management, Customer lifecycle management, Customer reference program, Customer relationship management, Customer service, Customer service training, Customer Value Models, Demand chain, Enterprise relationship management, EOS CCA, Extended Relationship Management, Facing (retail), Foviance, Help desk, House call, Incentive program, Institute of Customer Service, Kampyle (software), Lead scoring, Music on hold, National Asset Recovery Services, Outsourcing relationship management, Product support, Quality Assurance in Public Transport, Relationship Management Application (RMA), Sales process engineering, Service guarantee, Service rate, Speech analytics, Customer support, SWIFTNet InterAct Realtime, SWIFTNet InterAct Store and Forward, Tealeaf, Technical support, The International Customer Service Institute, Touchpoint, Usability Sciences This book explains in-depth the real drivers and workings of Social CRM. It reduces the risk of your technology, time and resources investment decisions by enabling you to compare your understanding of Social CRM with the objectivity of experienced professionals.
Author: Kevin Roebuck
Publisher: Tebbo
ISBN: 9781743049808
Category : Customer relations
Languages : en
Pages : 0
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Book Description
The Knowledge Solution. Stop Searching, Stand Out and Pay Off. The #1 ALL ENCOMPASSING Guide to CRM. An Important Message for ANYONE who wants to learn about CRM Quickly and Easily... ""Here's Your Chance To Skip The Struggle and Master CRM, With the Least Amount of Effort, In 2 Days Or Less..."" Customer relationship management (CRM) is a widely-implemented strategy for managing a company's interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes-principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments. Measuring and valuing customer relationships is critical to implementing this strategy. Get the edge, learn EVERYTHING you need to know about CRM, and ace any discussion, proposal and implementation with the ultimate book - guaranteed to give you the education that you need, faster than you ever dreamed possible! The information in this book can show you how to be an expert in the field of CRM. Are you looking to learn more about CRM? You're about to discover the most spectacular gold mine of CRM materials ever created, this book is a unique collection to help you become a master of CRM. This book is your ultimate resource for CRM. Here you will find the most up-to-date information, analysis, background and everything you need to know. In easy to read chapters, with extensive references and links to get you to know all there is to know about CRM right away. A quick look inside: Customer relationship management, Automated online assistant, Business intelligence, Business relationship management, Comparison of CRM systems, Consumer Relationship System, Customer experience, Customer experience transformation, Customer intelligence, Customer service, International Organization for Standardization, Data management, Data mining, Database marketing, ECRM, Employee experience management, Enterprise feedback management, Help desk, Mystery shopping, Partner Relationship Management (PRM), Predictive analytics, Professional Services Automation, Public relations, Sales force management system, Sales intelligence, Sales process engineering, Customer support, Supplier relationship management, The International Customer Service Institute, Vendor Relationship Management...and Much, Much More! This book explains in-depth the real drivers and workings of CRM. It reduces the risk of your technology, time and resources investment decisions by enabling you to compare your understanding of CRM with the objectivity of experienced professionals - Grab your copy now, while you still can.
Author: Kyle Lacy
Publisher: John Wiley & Sons
ISBN: 1118283139
Category : Business & Economics
Languages : en
Pages : 336
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Book Description
Discover great ways to engage your customers through the social web Social CRM is an evolving tool to help you engage your customers, interact with them, and develop deeper relationships. This handy guide teaches you how to make the most of it, whether your business is a small shop or a large corporation. In a friendly, easy-to-understand style, it explains how you can create new marketing communications and develop smart, applicable content that produces results from your online community. You'll learn to use data to drive results, create social Key Performance Indicators for different business units, and a great deal more. Today's consumer uses technology to select relationships with companies; this book teaches business owners how to use social CRM to create relationships that customers want to maintain Explains how to integrate social media into your CRM mix Shows how to use data and information gathered through social sites Helps you develop social KPIs and create content that gets results from your online community Social CRM For Dummies helps businesses large and small use social media to develop and maintain productive customer relationships.
Author: Li, Eldon Y.
Publisher: IGI Global
ISBN: 1466640278
Category : Computers
Languages : en
Pages : 445
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Book Description
The modern business landscape demands that organizations maintain an online presence to network with their customers and investors. Therefore, understanding the link between social media and e-business is an important first step in cultivating these internet-based relationships. Organizations and Social Networking: Utilizing Social Media to Engage Consumers provides a broad investigation into the use of social technologies in business practices through theoretical research and practical applications. This book explores the opportunities and challenges brought about by the advent of various 21st century online business web tools and platforms, presenting professionals and researchers in e-business, social marketing, online collaborative communities, and social analytics with cutting-edge information and technological developments to implement in their own enterprises. This book is part of the Advances in Marketing, Customer Relationship Management, and E-Services series collection.
Author: Barton J. Goldenberg
Publisher: Pearson Education
ISBN: 0134133900
Category : Business & Economics
Languages : en
Pages : 273
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Book Description
Social CRM is already enabling innovative companies to engage customers through powerfully effective two-way dialogues, and to build customer-centric strategies that drive real value. In this book the field's leading expert offers a proven, four-step methodology for making Social CRM work in any organization: B2B, B2C, or B2B2C. Writing for both decision-makers and implementers, Barton Goldenberg shows how to integrate people, process and technology to optimize relationships with every customer, achieve seamless collaboration across customer-facing functions, and make the most of today's leading social platforms. Goldenberg shows how to: Systematically harvest information from Social Media conversations and communities: Facebook, Twitter, LinkedIn, Google+, and beyond Integrate this information into expanded customer profiles Use these profiles to personalize your customer service, marketing messages, and sales offers far more effectively Goldenberg assesses the changing impact of social media on customer relationships, identifies smarter ways to profitably integrate it throughout your business, guides you through Social CRM planning and implementation, and examines key challenges and opportunities in leveraging Social CRM after you've deployed it. You'll find practical advice on issues ranging from strategy to software selection, vendor negotiation to team development and day-to-day operations. Goldenberg concludes by previewing the future of Social CRM - and the fast-changing customer tomorrow's systems must serve.
Author: Efraim Turban
Publisher: Springer
ISBN: 3319100912
Category : Business & Economics
Languages : en
Pages : 818
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Book Description
Throughout the book, theoretical foundations necessary for understanding Electronic Commerce (EC) are presented, ranging from consumer behavior to the economic theory of competition. Furthermore, this book presents the most current topics relating to EC as described by a diversified team of experts in a variety of fields, including a senior vice president of an e-commerce-related company. The authors provide website resources, numerous exercises, and extensive references to supplement the theoretical presentations. At the end of each chapter, a list of online resources with links to the websites is also provided. Additionally, extensive, vivid examples from large corporations, small businesses from different industries, and services, governments, and nonprofit agencies from all over the world make concepts come alive in Electronic Commerce. These examples, which were collected by both academicians and practitioners, show the reader the capabilities of EC, its cost and justification, and the innovative ways corporations are using EC in their operations. In this edition (previous editions published by Pearson/Prentice Hall), the authors bring forth the latest trends in e-commerce, including social businesses, social networking, social collaboration, innovations, and mobility.
Author: Kevin Roebuck
Publisher: Tebbo
ISBN: 9781743047538
Category : Computers
Languages : en
Pages : 316
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Book Description
Salesforce.com (NYSE: CRM) is an enterprise cloud computing company headquartered in San Francisco that distributes business software on a subscription basis. Salesforce.com hosts the applications offsite. It is best known for its Customer Relationship Management (CRM) products and, through acquisition, has expanded into the ""social enterprise arena."" This book is your ultimate resource for Salesforce.com. Here you will find the most up-to-date information, analysis, background and everything you need to know. In easy to read chapters, with extensive references and links to get you to know all there is to know about Salesforce.com right away, covering: Salesforce.com, 24SevenOffice, Amdocs, BEA Systems, BigMachines, Blackbaud, CDC Software, Centraview, CGram Software, Chordiant, CMiC, Comarch, Commence Corporation, Concursive, Consona Corporation, Convio, Customer1, EBSuite, Entellium, Epicor, Epiphany, Inc., FlexSystem, Foundation network, FrontRange Solutions, IKnowWare, IFS AB, Infor Global Solutions, Intelestream, IRIS Software, Jacada, Kayako, Lagan Technologies, LogiSense, Lynkos, Maximizer Software, Microsoft Dynamics, Mind CTI, NetSuite, Ntractive, Openda, Oracle Corporation, Paretoplatform.com, PayTracker, Pegasystems, PeopleSoft, Publishing Technology plc, Ramco Systems, Really Simple Systems, RightNow Technologies, Sage Group, SalesPage, SAP AG, Siebel Systems, Softline, Nsite Software (Platform as a Service), SplendidCRM, SSA Global Technologies, STN Ltd, SugarCRM, SunTec Business Solutions, SuperOffice, Syspro, Unica Corporation, Visma, WebCRM, Workbooks.com, XTuple, Zoho Office Suite, Business Augmentation Services, Customer relationship management, Lead scoring, Abacus (GDS), Access Commerce, Account aggregation, ACT!, Association Management System, CiviCRM, Clear Enterprise, Comparison of CRM systems, Comparison of marketing workflow automation software, Constant Contact, Dolibarr, Ebase, ECRM, EngageIP, Enterprise relationship management, EpesiBIM, Field Force Automation, FonGenie, FrontAccounting, Fuzzies, GoldMine, InContact, Microsoft Dynamics CRM, MSSolve, NGenera CIM, OpenMFG, Oracle CRM, Oracle E-Business Suite, Pivotal, Pivotal CRM, Quosal, Quotewerks, SalesLogix, SAP Business One, SAP CRM, Selltis, TaskHub, TeleMagic, Tessitura (software) This book explains in-depth the real drivers and workings of Salesforce.com. It reduces the risk of your technology, time and resources investment decisions by enabling you to compare your understanding of Salesforce.com with the objectivity of experienced professionals.
Author: Dion Hinchcliffe
Publisher: John Wiley & Sons
ISBN: 1118273214
Category : Business & Economics
Languages : en
Pages : 261
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Book Description
From the Dachis Group—the global leader in social business—comes the groundbreaking book on transformative social business strategies. Social Business By Design is the definitive management book on how to rethink the modern organization in the social media era. Based on their research and work through the Dachis Group, thought leaders Dion Hinchcliffe and Peter Kim deftly explore how the social, cultural, and technological trends provoked by the social media explosion are transforming the business environment. Designed as both a strategic overview and a hands-on resource, Social Business By Design clearly shows how to choose and implement a social business strategy and maximize its impact. Explains the mechanisms, applications, and advantages of a strategic array of social media topics, including social media marketing, social product development, crowdsourcing, social supply chains, social customer relationship management, and more Features examples from high-profile companies such as SAP, Procter & Gamble, MillerCoors, Bloomberg, HBO, Ford, and IBM who have implemented social business strategies Draws on the extensive research and expertise of the Dachis Group, which has helped numerous Fortune 500 clients plan, build, and activate effective social business solutions Containing actionable, high-impact techniques that save time and the bottom line, Social Business By Design will transform any organization's strategy to ensure success and avoid disruption in a fast-moving world.
Author: Kevin Roebuck
Publisher: Tebbo
ISBN: 9781743045770
Category : Consumer satisfaction
Languages : en
Pages : 0
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Book Description
Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier. From awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It can also be used to mean an individual experience over one transaction; the distinction is usually clear in context. This book is your ultimate resource for Customer experience (CX). Here you will find the most up-to-date information, analysis, background and everything you need to know. In easy to read chapters, with extensive references and links to get you to know all there is to know about Customer experience (CX) right away, covering: Customer experience, Attitudinal analytics, Brand community, Business Augmentation Services, Catriona Campbell, ClickTale, COPC Inc., Customer Data Integration, Customer dynamics, Customer experience analytics, Customer experience systems, Customer experience transformation, Customer Feedback Management services, Customer insight, Customer Integrated System, Customer intelligence, Customer interaction management, Customer intimacy, Customer involvement management, Customer lifecycle management, Customer reference program, Customer relationship management, Customer service, Customer service training, Demand chain, Enterprise relationship management, Extended Relationship Management, Facing (retail), Foviance, Help desk, House call, Incentive program, Institute of Customer Service, Kampyle (Software), Lead scoring, Music on hold, National Asset Recovery Services, Outsourcing relationship management, Product support, Quality Assurance in Public Transport, Relationship Management Application (RMA), Sales process engineering, Service guarantee, Service rate, Social CRM, Speech analytics, Customer support, SWIFTNet InterAct Realtime, SWIFTNet InterAct Store and Forward, Tealeaf, Technical support, The International Customer Service Institute, Touchpoint, Usability Sciences, Advanced 365, Application service provider, Automated attendant, Business service provider, Employee experience management, The Experience Economy, Freightgate, Functional branding, Industrialization of services business model, Integrated customer management, Internet hosting service, IP Managed VAS, Managed Print Services, Managed services, Management as a Service, Night service, ORBIT Systems, Inc., Quality (business), Queueing theory, Reverse bounty, Service (economics), Service climate, Service delivery framework, Service design, Service dominant logic (marketing), Service economy, Service mark, Service provider, Service recovery paradox, Service Science and Engineering, Service Science, Management and Engineering, Service system, Services marketing, Shared services, Software as a service, Suggestion box, YSoft This book explains in-depth the real drivers and workings of Customer experience (CX). It reduces the risk of your technology, time and resources investment decisions by enabling you to compare your understanding of Customer experience (CX) with the objectivity of experienced professionals.
Author: Paul Greenberg
Publisher: McGraw Hill Professional
ISBN: 0072264403
Category : Computers
Languages : en
Pages : 690
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Book Description
Updated to reflect the major changes in Customer Relationship Management (CRM) in the last few years, this third edition of CRM at the Speed of Light: Capturing and Keeping Customers in Real Time is a must-read for executives looking to leverage the latest technologies on the market to reach and retain customers. Learn CRM concepts, discover what tools are available and which ones are suitable for your business, and get practical, expert advice on avoiding common pitfalls.
