000			04421cam a22003374a 4500
999			_c12464 _d12464
001			16441018
003			APU
005			20210324042748.0
008			100831s2011 njua b 001 0 eng
010			_a 2010037011
020			_a9780470651247 (hbk.)
035			_a(OCoLC)ocn661184186
040			_aDLC _beng _cDLC _dSUE
042			_apcc
050	0	0	_aHF5415.1265 _b.S65 2011
082	0	0	_a658.872 _222 _bSMI 2011
100	1		_aSmith, Nick, _d1962- _923073
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.
260			_aHoboken, N.J. : _bWiley, _cc2011.
300			_axv, 328 p. : _bill. ; _c24 cm.
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 André 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, _rLars Kamp, _gand _rSaj 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 _gand _rVanessa 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"--
650		0	_aInternet marketing. _92843
650		0	_aSocial media _xMarketing. _912322
700	1		_aWollan, Robert, _d1957- _923074
700	1		_aZhou, Catherine. _923075
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2lcc _cBook _02