The small business' guide to social CRM : build customer relationships that will accelerate your business / Craig M. Jamieson.

Format:

Book

Author/Creator:

Jamieson, Craig M., author.

Language:

English

Subjects (All):

Customer relations.

Small business.

Physical Description:

1 online resource (175 pages) : color illustrations

Edition:

1st ed.

Place of Publication:

Birmingham : Impackt Publishing, 2014.

Language Note:

English

Biography/History:

M Jamieson Craig: Craig M. Jamieson is the managing member of Adaptive Business Services in Boise, Idaho, which also owns and operates NetWorks! Boise Valley B2B Networking Group. Craig has been in B2B sales since 1977 and during that time, has served in a variety of positions including sales manager, division sales manager, national sales manager, district manager, and a business owner. He has also taught salesmanship at university level and has been self-employed since 2005 as a sales trainer and consultant. Craig is a Nimble Social CRM and HootSuite Solution Partner, a TTI Performance Systems VAA, and he also provides training and consulting to businesses on how to leverage social sales tools, techniques, strategies, and Social CRM to increase their revenues. Craig currently writes a monthly column on social sales at http: //maximizesocialbusiness. com/ and is presently a Midsize Insider who has been empowered to blog for IBM on the general topic of social business. Craig first began using Contact Management software in the late 1980s. Today, Social CRM is the absolute hub of his sales and marketing efforts. Please feel free to contact Craig via his website at www. adaptive-business. com. You can also find Craig on Twitter at @craigmjamieson and on LinkedIn at in/craigmjamieson.

Summary:

If you want to effectively manage and build your customer base to drive your business forward, this book will provide you with the knowledge and strategies you need for success.

Contents:

Cover

Copyright

Credits

Foreword

About the Author

Acknowledgments

About the Reviewers

Contents

Preface

Chapter 1: Exploring the Key Benefits of Social CRM for Your Small Business

The social media ecosystem

Social building blocks

Why a Social CRM?

Key benefits of Social CRM

Global benefits

Customer retention

Create new revenues

Contact records

Stay organized

Unified communications

Calendar and task management

Collaboration

Document storage and management

Leverages social sales

Build relationships

Make the touches

Generate referrals

Find new connections

Discover new opportunities

Manage leads

Pipeline management

Social marketing

Create brand awareness and brand monitoring

Manage campaigns

Generate leads

Create and manage groups, communities, and pages

Social customer service

Online reputation management

Customer support

Solidify relationships

Manage your business

Summary

Chapter 2: Social Business - the Foundation of Social CRM

Understanding Social CRM

Network overviews

LinkedIn

Twitter

Facebook

Google+

Your personal profiles and company pages

Connecting with others

Share updates and engage

Focus with lists and circles

Groups and events

Chapter 3: Laying the Groundwork for Social CRM

Assess your social business status

Who in your business should be using Social CRM?

Who will take the lead?

Suggestions for your meeting

Where are my customers?

Grow your network and grow your business!

Getting buy-ins from your users.

Never request buy-ins

Addressing salesperson hesitancy

What salespeople want and can SCRM actually deliver it?

Chapter 4: Define Your Social CRM Needs Prior to Any Investment

Setting goals and expectations

Document and prioritize your needs

Typical SCRM configurations

General company needs - technical

Number of users and storage requirements

User roles and permissions

Custom fields

E-mail and calendar integration

Synchronization

Workflow management

General company needs - application

Dashboard

Tags

Search

Social integration

Reporting

Third-party integrations

Additional frequently found-features

Sales needs

Account type

Other fields or custom fields

Reminders and recurring reminders

Pipelines and forecasting

Estimates, quotes, and proposals

Social monitoring

Management

Reviewing individual deal and contact records

Dashboards

Reports

Marketing needs

Campaign creation

E-mail and marketing templates

Campaign responses

Communities

Campaign results

Customer service needs

Cases

Monitoring

Should your SCRM be mobile?

Your needs recapped

Chapter 5: Choosing and Implementing Your New Social CRM

Choosing your new system

Desktop versus self-hosted versus cloud-based (software as a service, or SAAS)

Establishing your budget

Vendor support

Backup and security

Importing your existing data

Ease of use

Have your spreadsheet ready!

How to begin your search

Pulling your "system choice" process together

System trials

Implementing your new SCRM

Professional assistance?

Create a system rollout plan

Define your processes and develop your plans for training

Create the needed custom fields in your SCRM.

Create user accounts and establish permissions

Connect e-mail, calendar, and social networks

Decide what reports you will need and what they will include

Prepare and then import your existing data

Test, evaluate, and troubleshoot your data imports

Train your users starting with your system administrator(s) first

Chapter 6: Training and SCRM Best Practices

It starts and ends with great training!

SCRM best practices

Get focused and get organized!

Become proactive!

The 3 Cs - contacts, calendar, communications

Creating records

Managing your calendar

Recording your activities

Task management and assignment

Attaching documents

Every time you are in a record, you should…

Scheduling reminders

Organizing and grouping your contacts and activities

The "A", "B", "C" contact-classification method

Managing your sales pipeline, support cases, and campaigns

Pipelines, funnels, and forecasts

Support cases

Campaigns

Internal collaboration

Monitoring and reporting

Chapter 7: Exploring the Social Elements of SCRM

An overview of social best practices

Your Social CRM goals

Enhanced record creation

Get to know - really know - your contacts!

Social activities aggregate to your SCRM

Using your SCRM as your social dashboard

Don't neglect the importance of providing value

Social selling best practices

Expanding your network with targeted connections and influencers

Evaluating and grading your contacts

Relationship mapping

Progressive engagement through taps and touches

How to build referrals and introductions

Method #1 - be awesome!

Method #2 - engage with me!

Method # 3 - provide referrals!

Trigger events

Monitoring for opportunities and brand mentions

Social support best practices

Monitoring for brand mentions.

Create dedicated accounts, pages, and sites

Social marketing best practices

Social media campaigns

Directing others to your web pages

Creating and maintaining customer communities

Chapter 8: Enhancing Your Social CRM with Third-party Applications and Integrations

There may be an SCRM for your industry

Integration overview

Integrations 101

Application Programming Interface

Your SCRM provides the integration

E-mail-based SCRM

Gadgets, plugins, and extensions

Signature lines and social widgets for e-mails

Connecting apps

Combining SCRM programs

It's done completely separately from your SCRM

Accounting

Project management

Meetings

Outbound calling

Sales applications

Contact targeting and lead discovery

Relationship mapping and customer intelligence

Document preparation and delivery

Customer support applications

Web-based support sites

Social monitoring and sentiment analysis

Marketing applications

Marketing automation and integration

Marketing automation on a budget

Web-to-lead

E-mail marketing

Chapter 9: Managing Your SCRM and Evaluating Your Investment

Managing your SCRM

Understanding user issues

Watching out for common challenges

What if it is a system problem?

Day-to-day management of your system

Adding and deleting users

Importing new lists and updating existing lists

Problems with duplicates

Report management

Evaluating system effectiveness

Establishing benchmarks

Performance metrics

Social metrics

LinkedIn, Facebook, and Google+

Analytics

Analyzing the results

In conclusion

Appendix: Links

Alphabetical list of applications

Social add-ons for e-mail

For Outlook

For Gmail and others

Cited articles

Suggested reading.

Notes:

Bibliographic Level Mode of Issuance: Monograph

Includes bibliographical references.

Description based on online resource; title from PDF title page (ebrary, viewed June 15, 2017).

ISBN:

1-78300-121-6