Mon premier blog

Measure What Matters: Online Tools For Understanding Customers, Social Media, Engagement, and Key Relationships Katie Delahaye Paine
Publisher: Wiley

We understand that the global logistics industry has been slow to adopt social media as a legitimate communications tool. Salesforce CRM is a customer relationship management system that provides a 360-degree view of your customer, from the perspective of sales, marketing, customer service, channel management, and more. Despite the ubiquity of social media, its application in small business is still a subject where there is a hunger for basic understanding. Of course, we do use several monitoring and measuring tools (like the Twitter API or Sproutsocial for example) across our various social media channels in GDS. We need to understand what is “We need to understand what is engaging people, what conversations are happening that we might usefully participate in, and to see what content is of sufficient interest that people ReTweet it, or comment on it” – absolutely a key area of focus. The Service Cloud is a social customer service application, built on a SaaS model, that empowers companies to manage all customer information and service conversations in the cloud. On top of that, there are reasons to get involved in social media aside from communicating with potential or current customers or expanding the reach of your content. While it is essentially a For example, while social media measurement material often bandies about such terms as “engagement” and “relationship-building,” Paine understands them and takes the extra step in applying Grunig's Relationship Index to provide a measurement system. Does DHL consider social media an important part of customer engagement? With these key differences, you simply can't autopublish the same post to all sites at the same time and remain effective. Author: Delahaye Paine, Katie Call number: HF5415.5. Yet, clearly, there's still some ambiguity around social – the ROI question continues, as does building a strong presence where results can be actionable and measured. The good news is, despite the ambiguity, when you look at the top business objectives for social media it's clear that the customer experience is key (click to expand): Top business . Customer Support Software as a Service. Social media posts now show in search results, social media engagement influences search rankings, and SEO can drive more people to your social profiles and posts. With her new book, Measure What Matters: Online Tools for Understanding Customers, Social Media, and Key Relationships, Paine's latest share is our industry's gain. Measure what matters : online tools for understanding customers, social media, engagement, and key relationships. Social is about relationships and that explains why 78% care about better customer engagement.