The brand as a social object and the business case for social CRM
The 'how" and "where" of engagement and the four social customer scenarios
Social customer relationship management
Social customer insights and an introduction to the 23 use cases of social CRM
Social innovation and product development
Seamless customer experience
Misunderstandings and failures in social CRM
The 98 percent customer management model
Social customer analytics : how to tell if your team's doing it right
Work flows and escalation paths
Social advertising, the social/mobile platform, and integration with retail
The social customer and the law
Consumer trust and ethics
