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The Small Business' Guide to Social CRM

Book Image

The Small Business' Guide to Social CRM

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The Small Business' Guide to Social CRM
Sep, 2014 | 174 pages
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Table of Contents (17 chapters)
The Small Business' Guide to Social CRM
The Small Business' Guide to Social CRM
Credits
Credits
Foreword
Foreword
About the Author
About the Author
Acknowledgments
Acknowledgments
About the Reviewers
About the Reviewers
Preface
Preface
Free Chapter
1
Exploring the Key Benefits of Social CRM for Your Small Business
Exploring the Key Benefits of Social CRM for Your Small Business
The social media ecosystem
Why a Social CRM?
Key benefits of Social CRM
Summary
2
Social Business – the Foundation of Social CRM
Social Business – the Foundation of Social CRM
Understanding Social CRM
Summary
3
Laying the Groundwork for Social CRM
Laying the Groundwork for Social CRM
Assess your social business status
Who in your business should be using Social CRM?
Who will take the lead?
Suggestions for your meeting
Where are my customers?
Grow your network and grow your business!
Getting buy-ins from your users
Summary
4
Define Your Social CRM Needs Prior to Any Investment
Define Your Social CRM Needs Prior to Any Investment
Setting goals and expectations
Document and prioritize your needs
Typical SCRM configurations
General company needs – technical
General company needs – application
Sales needs
Management
Marketing needs
Management
Customer service needs
Should your SCRM be mobile?
Your needs recapped
Summary
5
Choosing and Implementing Your New Social CRM
Choosing and Implementing Your New Social CRM
Choosing your new system
Implementing your new SCRM
Summary
6
Training and SCRM Best Practices
Training and SCRM Best Practices
It starts and ends with great training!
SCRM best practices
Summary
7
Exploring the Social Elements of SCRM
Exploring the Social Elements of SCRM
An overview of social best practices
Social selling best practices
Social support best practices
Social marketing best practices
Summary
8
Enhancing Your Social CRM with Third-party Applications and Integrations
Enhancing Your Social CRM with Third-party Applications and Integrations
There may be an SCRM for your industry
Integration overview
Integrations 101
Sales applications
Customer support applications
Marketing applications
Summary
9
Managing Your SCRM and Evaluating Your Investment
Managing Your SCRM and Evaluating Your Investment
Managing your SCRM
Evaluating system effectiveness
In conclusion
Links
Links
Alphabetical list of applications
Social add-ons for e-mail
Cited articles
Suggested reading

Credits

Author

Craig M. Jamieson

Reviewers

Pramod Kumar

Anandan Pillai

Project Coordinator

Venitha Cutinho

Content Development Editor

Amey Varangaonkar

Copy Editors

Roshni Banerjee

Tanvi Bhatt

Karuna Narayanan

Cover Work

Simon Cardew

Proofreaders

Simran Bhogal

Maria Gould

Ameesha Green

Paul Hindle

Production Coordinator

Melwyn D'sa

Graphics

Abhinash Sahu

Acquisition Editor

Richard Gall

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