The Definitive Guide to Social CRM: Maximizing Customer Relationships with Social Media to Gain Market Insights, Customers, and ProfitsBy: Barton Goldenberg
In his new book – The Definitive Guide to Social CRM – author Barton Goldenberg shares many of the lessons he has learned throughout his 30-year career. This how-to book, a guide that showcases organizations that have successfully instituted Social CRM, is the next step in “knowing” your customers in the marketing, selling and servicing process.
The increasing interplay of Social Media with CRM has created an entirely new marketplace called Social CRM, which the prominent market research firm: Markets and Markets forecasts will grow to more than a $9 billion global market by 2018. Social CRM is the intersection between Social Media and CRM. It consists of harvesting information from public and private Social Media websites, integrating this information within a customer profile and then leveraging the expanded customer profile to engage with customers via the channel of their choice to provide better personalize customer service, marketing messages and sales offers.
“As an ISM client, we know the experience and expertise Barton brings to customer-centric initiatives. In his new book, Barton shares his expertise with case studies and a clearly defined roadmap for Social CRM adoption.”
–Chip Devine, Vice President – MultiChannel Business, Ferguson