Table of Contents
Customer-Centric Presentations
Meeting Customer Expectations in Real Time
Part 1: The Impact of Social Media on Customer Relationships
Chapter 1. Social CRM: The Intersection of Social Media and CRM
How Social CRM Engages the Customer
Social Media Has Taken Off in the Current Marketplace
More and More People Are Using Social Media
Social Media Is Replacing Traditional Media Sources
Meaningful Challenges Still Apply to Social Media and Social CRM
Ensuring the Impact of Social Media on Customer Relationships
Chapter 2. Smart Ways to Incorporate Social Media into Your Organization
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