The Social Media Management Handbook
Subtitle: everything you need to know to get social media working in your business
By: Nick Smith and Robert Wollan ; with Catherine Zhou
Publisher: Wiley
Published: 2011
Place of publication: Hoboken, NJ
Language: eng
Format: Hardcover
ISBN-13: 9780470651247
Copyright date: 2011
Table of contents: title: Introduction : What is social media?; title: Part one : Social media strategy for organizations.; title: The power and business risks of social media / Nick Smith, Robert Wollan; title: How to develop a social media strategy / Chris Boudreaux; title: Social media ROI : new metrics for customer health / Kevin Quiring; title: Selling social media within the organization / Robert Wollan; title: Part two : Marketing and sales in social media.; title: Social media and the voice of the customer / Chris Zinner, Catherine Zhou; title: Integrating social CRM insights into the customer analytics function / Rayid Ghani, Sarah Bentley; title: Using social media to drive product development and find new services to sell / Adi Alon, A.J. Gupta; title: Social community marketing and selling / Robert Wollan, André Trochymiuk; title: Part three : Customer service and support with social media.; title: Using social media in customer service and support / Stephanie Sadowski; title: Social media : responding to customer complaints / Todd R. Wagner; title: Staying out of trouble : complying with FTC disclosures / Chris Boudreaux; title: Part four : Beyond the "pilot" phase : the core components of the agile digital enterprise.; title: Creating and implementing a social media technology platform / Anatoly Roytman, Joseph Hughes; title: Social CRM on the move : mobility implications for social media programs / Greg Jenko, Lars Kamp, Saj Usman; title: New rules for tools : IT infrastructure implications and options for supporting enterprise social media / Robert Wollan and Kelly Dempski; title: Part five : Empowering employees for social media success.; title: Culture traits, employee incentives, and training / Christine Eberle; title: New roles and responsibilities / Chris Zinner, Vanessa Godshalk; title: Social media policies / Chris Boudreaux; title: Social media, collaboration, and value creation in organizations / Robert J. Thomas; title: Appendix 1 : Solution example : putting sentiment in a CRM package; title: Appendix 2 : Solution example : merging structured and unstructured data