Social CRM is already enabling innovative companies to engage customers through powerfully effective two-way dialogues, and to build customer-centric strategies

Make Social CRM work! This book presents the first proven framework and step-by-step methodology for driving maximum value from Social CRM throughout sales, mar

A unique approach to today's hottest new job in social media Today's social community managers use social media platforms and act as brand evangelists and commu

This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often ove

Social Customer Service is new. Social Media is the biggest thing happening to the customer service industry since the mid 1960s when modern day call centres we