This e-book -- for marketers, sales and customer service professionals -- takes a hard look at social CRM tools. It examines where the real opportunities lie, both in the short term and long term, how social CRM can truly impact revenue and customer loyalty. It lays out where you can prove social CRM has created a return on investment, where you can't -- and whether that matters. Access >>>
Table of contents
- Tread carefully with social media-based customer loyalty programs
- Social media analytics: Still trial and error
- Companies learn as they go when building social contact centers
- Customer reviews spell loyalty, service for Petco.com
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