000			04476cam a22003495i 4500
999			_c27927 _d27898
001			16441018
003			EG-ScBUE
005			20191221103608.0
008			100831t20112011njua f b 001 0 eng d
020			_a9780470651247 (hardback)
035			_a(OCoLC)ocn661184186
040			_aDLC _beng _erda _cDLC _dYDX _dIEB _dYDXCP _dCDX _dBWX _dCSA _dDLC _dEG-ScBUE
082	0	4	_a658.872 _bSMI _222
100	1		_aSmith, Nick, _d1962- _eauthor.
245	1	4	_aThe social media management handbook : _beverything you need to know to get social media working in your business / _cNick Smith and Robert Wollan, with Catherine Zhou.
264		1	_aHoboken, New Jersey : _bJohn Wiley & Sons, _c[2011]
264		4	_cc2011
300			_axv, 328 pages : _billustrations ; _c24 cm
336			_atext _btxt _2rdacontent
337			_aunmediated _bn _2rdamedia
338			_avolume _bnc _2rdacarrier
504			_aIncludes bibliographical references and index.
505	0	0	_gI. Social media strategy for organizations -- _tThe power and business risks of social media / _rNick Smith and Robert Wollan -- _tHow to develop a social media strategy / _rChris Boudreaux -- _tSocial media ROI: new metrics for customer health / _rKevin Quiring -- _tSelling social media within the organization / _rRober Wollan -- _gII. Marketing and sales in social media -- _tSocial media and the voice of the customer / _rChris Zinner and Catherine Zhou _tIntegrating social CRM insights into the customer analytics function / _rRayid Ghani and Sarah Bentley _tUsing social media to drive product development and find new services to sell / _rAdi Alon and A.J. Gupta _tSocial community marketing and selling / _rRobert Wollan and Andre Trochymiuk -- _gIII. Customer service and support with social media -- _tUsing social media in customer service and support / _rStephanie Sadowski -- _tSocial media: responding to customer complaints / _rTodd R. Wagner -- _tStaying out of trouble: complying with FTC disclosures / _rChris Boudreaux -- _gIV. Beyond the "pilot" phase: the core components of the agile digital enterprise -- _tCreating and implementing a social media technology platform / _rAnatoly Roytman and Joseph Hughes -- _tSocial CRM on the move: mobility implications for social media programs / _rGreg Jenko, Lars Kamp, and Saj Usman _tNew rules for tools: IT infrastructure implications and options for supporting enterprise social media / _rRobert Wollan and Kelly Dempski -- _gV. Empowering employees for social media success -- _tCulture traits, employee incentives, and training / _rChristine Eberle -- _tNew roles and responsibilities / _rChris Zinner and Vanessa Godshalk -- _tSocial media policies / _rChris Boudreaux -- _tSocial media, collaboration, and value creation in organizations / _rRobert J. Thomas.
520			_a"How do organizations manage social media effectively? Every organization wants to implement social media, but it is difficult to create processes and mange employees to make this happen. Most social media books focus on strategies for communicating with customers, but they fail to address the internal process that takes place within a business before those strategies can be implemented. This book is geared toward helping you manage every step of the process required to use social media for business. The Social Media Management Handbook provides a complete toolbox for defining and practicing a coherent social media strategy. It is a comprehensive resource for bringing together such disparate areas as IT, customer service, sales, communications, and more to meet social media goals. Wollan and Smith and their Accenture team explain policies, procedures, roles and responsibilities, metrics, strategies, incentives, and legal issues that may arise. You will learn how to: Empower employees and teams to utilize social media effectively throughout the organization Measure the ROI of social media investments and ensure appropriate business value is achieved over time Make smarter decisions, make them more quickly, and make them stick Get the most out of your social media investment and fully leverage its benefits at your company with The Social Media Management Handbook"-- _cProvided by publisher.
650		7	_aInternet marketing. _2BUEsh
650		7	_aSocial media _xMarketing. _2BUEsh
653			_bCOMAME _bBUSADM _cDecember2019
700	1		_aWollan, Robert, _d1957- _eauthor.
700	1		_aZhou, Catherine, _eauthor.
942			_2ddc _cBB