The Definitive Guide to Social CRM: Maximizing Customer Relationships with Social Media to Gain Market Insights, Customers, and Profits
Published by Pearson, the #1 global publisher, March 16
“Barton Goldenberg’s The Definitive Guide to Social CRM is just that: a clear and detailed step-by-step outline for embracing social CRM organization-wide, complete with his proven methodologies for strategy and technology adoption within a business. It’s just the primer needed to help business leaders outline how to approach social CRM in their enterprise.” Ginger Conlon Editor-in-Chief , Direct Marketing News
“As I see it…” An introduction to The Definitive Guide to Social CRM
By the author, Barton Goldenberg, Founder & President, ISM Inc.
As I see it, Social CRM is the next logical step in CRM’s evolution. If CRM is a business approach that integrates people, process and technology to maximize relationships with all customers, provides seamless collaboration between all customer-facing functions and increasingly leverages the Internet and Social Media, then Social CRM is the next wave that will engage the ‘social customer’ in customer relationship efforts.
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.
I spent the past six years putting Social CRM in action, proving its value at some of my best customers. In each case, Social CRM delivered beyond my wildest of expectations. I know this book will help you get ready for the next big wave of knowing and serving your customers.
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