Lynda - Social CRM Fundamentals
Size: 128 MB | Duration: 1h 0m | Video: AVC (.mp4) 1280x800 30fps | Audio: AAC 48KHz 2ch
Genre: eLearning | Level: Intermediate | Language: English
While social media provides you with a wealth of information about who your customers are and what they want, determining the most effective way to harness this information can be tricky.




In this course, social media strategist Megan Adams explains how to incorporate customer relationship management (CRM) analytics into your social media marketing strategy to grow your online presence and your business. To begin, Megan explains what social CRM is and how to select and implement the best CRM platform for your organization. Next, she shows you how to develop your social CRM strategy so you can define and maintain your brand, develop social media best practices, and launch targeted and segmented marketing campaigns. She also explains how to connect with online influencers who can enthusiastically and effectively spread the good word about your brand, engage with prospects, and handle challenging customer service interactions. She wraps up with how to document your processes and use customized analytics.




Choosing the right platform for your business
Allocating resources to support your initiative
Building and maintaining brand strategies
Establishing rules of engagement for customer interactions
Creating targeted marketing campaigns
Identifying and working with social media influencers
Using social media to monitor customer issues
Handling negative feedback
Documenting your strategy
Customizing an analytical framework
Measuring and monitoring results




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