Index

• Number •

360-degree view, 275276

• A •

activities, prioritizing, 3334

Adams, Paul, 193

Addict-o-matic site, 198199

AddressTwo social CRM vendor, 306

AddThis content sharing tool, 80

Adobe Insight analytics, 76

advertising, permission-based, 40

advocates, building, 71

aggregating information, 60

Alka-Seltzer ad, 8384

Alltop blog directory, 89

Amazon

reviewing actions of, 191

site, 172

American Express social knowledge base, 205

American Red Cross error, 56

analytics

Adobe Insight, 76

Clicky, 76

descriptive, 261262

future of, 269270

Google Analytics, 76

metrics, 270

predictive, 261262

word of mouth, 270

Angie's List website, 23

Any Meeting collaboration tool, 134

Apple

customer support portal, 192

reviewing actions of, 191192

Astute Solutions CRM solution, 294

AT&T Small Business Tech Poll 2012, 223

Attensity CRM solution, 291

attention

competing for, 6768

permission, 68

redefining, 6768

relevancy, 6768

trust, 68

attention economy, defined, 66

Audacity podcasting tool, 99

AudioAcrobat podcasting tool, 99

Autodesk social knowledge base, 205206

• B •

B2B traffic, generating, 148149

backchannel

mining, 121123

Pivot Conference, 123

Batchbook social CRM vendor, 309

Benioff, Marc, 303

Benjamin Moore, 57

best practices, establishing, 31

BI (business intelligence)

affecting brand initiatives, 262263

directing brand initiatives, 262263

forecasting, 263

performance measurement, 263

reporting, 262

strategic planning, 263

blog posts

frequency of, 90

planning, 9091

Get Social CRM For Dummies now with the O’Reilly learning platform.

O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.