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Discover great ways to engage your customers through the social web Social CRM is an evolving tool to help you engage your customers, interact with them, and develop deeper relationships. This handy guide teaches you how to make the most of it, whether your business is a small shop or a large corporation. In a friendly, easy–to–understand style, it explains how you can create new marketing communications and develop smart, applicable content that produces results from your online community. You′ll learn to use data to drive results, create social Key Performance Indicators for different business units, and a great deal more. Today′s consumer uses technology to select relationships with companies; this book teaches business owners how to use social CRM to create relationships that customers want to maintain Explains how to integrate social media into your CRM mix Shows how to use data and information gathered through social sites Helps you develop social KPIs and create content that gets results from your online community Social CRM For Dummies helps businesses large and small use social media to develop and maintain productive customer relationships. From the Back Cover earn to: Create new marketing communications quickly Engage and collaborate with your customers Maximize digital media for customer service Develop content that gets results from your online community Big business or small, social CRM helps you reach and interact with your customers Today's customer-focused technology can revolutionize the way you support and market your business. Social media shapes opinions about brands, including yours, and this book teaches you how to influence those opinions by interacting with your customers. Learn to build a strategy, craft a social business, measure the results, and keep moving forward. What makes it social — compare traditional customer relationship management with social CRM and understand the differences Create a strategy — explore social business models, learn how to make your message relevant to your audience, and earn your customers' trust Be customer-centric — discover how to listen to your customers on social media and identify solutions your business can provide Choose your media — learn effective ways to engage customers with blogs, video, podcasts, Facebook, and Twitter Examine the ecosystem — find out how to assess your business ecosystem and incorporate the right social CRM tools Stay mobile — recognize consumer trends in mobile and tailor mobile campaigns to your customers' needs Sort the information — learn how to analyze social CRM data Open the book and find: The evolution of social CRM Tips on interacting with customers Why mobile matters How to set goals that guide analytics What loyalty programs do to retain customers Social CRM success stories The importance of a social media policy How to empower your employees