"This book is for those who wish to improve their understanding of the strategic role of marketing 2.0, digital customer experience and social customer relationship management on social networks and the importance of social networks to build loyalty in the web 4.0 era"--

The advent of Web 2.0 has led to a rebalancing of power between the customer and the company through the consumer's voice about the brand and referral behavior via electronic word of mouth. Customer opinions within the virtual brand communities can have a vast impact on a company’s sales and image. It is crucial for companies to promote and use customer contributions in order to enhance their brand image, retain customers, and develop their marketing strategy. Social Customer Relationship Management (Social-CRM) in the Era of Web 4.0 provides relevant theoretical frameworks and the latest results of empirical research on the strategic role of marketing 2.0, digital customer experience, and social customer relationship management on social networks. Covering a range of topics such as disruptive marketing, artificial intelligence, and customer behavior, this reference work is ideal for marketers, IT practitioners, CRM specialists, industry professionals, researchers, scholars, practitioners, academicians, instructors, and students.

Make Social CRM work! This book presents the first proven framework and step-by-step methodology for driving maximum value from Social CRM throughout sales, marketing, customer service, and beyond. Barton Goldenberg,the field’s #1 expert, offers a proven, four-step methodology for succeeding with Social CRM work in any B2B, B2C, or B2B2C organization. You’ll learn how to integrate people, process and technology to optimize relationships with every customer, achieve seamless collaboration across customer-facing functions, and make the most of today’s leading social platforms. Goldenberg shows how to: • Systematically harvest information from Social Media conversations and communities: Facebook, Twitter, LinkedIn, Google+, and beyond • Integrate this information into expanded customer profiles • Use these profiles to personalize customer service, marketing messages, and sales offers far more effectively Goldenberg assesses the changing impact of social media on customer relationships, identifies smarter ways to profitably integrate it throughout your business, guides you through Social CRM planning and implementation, and examines key challenges and opportunities in leveraging Social CRM after you’ve deployed it. You’ll find practical advice on issues ranging from strategy to software selection, vendor negotiation to team development and day-to-day operations. Goldenberg concludes by previewing the future of Social CRM — and the fast-changing customer tomorrow’s systems must serve. For all executive decision-makers, managers, and implementers who are involved in, planning, or considering Social CRM initiatives.

Social media has received considerable attention, and many potential benefits, as well as concerns, are now being discussed. This book explores how social media can successfully support business processes in marketing, sales and service in the context of customer relationship management (CRM). It presents the fundamentals of Social CRM and shows how small and large companies alike have implemented it. In turn, the book presents analytic and operational software tools that offer features for enhancing and streamlining interactions with customers. The book concludes with an overview of essential design areas that businesses need to bear in mind when introducing social media into their CRM strategies. In this regard, it also points out key success factors, limitations, and data protection aspects.

In today's society, organizations are looking to optimize potential social interactions and increase familiarity with customers by developing relationships with various stakeholders through social media platforms. Strategic Customer Relationship Management in the Age of Social Media provides a variety of strategies, applications, tools, and techniques for corporate success in social media in a coherent and conceptual framework. In this book, upper-level students, interdisciplinary researchers, academicians, professionals, practitioners, scientists, executive managers, and consultants of marketing and CRM in profit and non-profit organizations will find the resources necessary to adopt and implement social CRM strategies within their organizations. This publication provides an advanced and categorized variety of strategies, applications, and tools for successful Customer Relationship Management including, but not limited to, social CRM strategies and technologies, creation and management of customers' networks, customer dynamics, social media analytics, customer intelligence, word of mouth advertising, customer value models, and social media channel management.

In social marketing, the concept of phygital approaches, blending physical and digital experiences, has emerged as a transformative strategy. As consumers navigate the digital world, implementing phygital techniques offers a unique opportunity to create immersive and engaging brand interactions. Phygital marketing combines the sensory experiences of physical environments with the immediacy and data-driven precision of digital platforms to enhance customer engagement and loyalty while providing valuable analytics into consumer behavior. Further research into social marketing is necessary to understand how it may help businesses and organizations balance workplace wellbeing, customer communication, and the physical and emotional happiness of employees and consumers. Phygital Approaches to Social Marketing develops guidelines for proper social marketing research, study, teaching, and practical social marketing campaigns. It explores modern marketing through social, cultural, and economic theories, revealing how digital technology can be used to influence customer emotions and spending, while creating sustainable business environments. This book covers topics such as artificial intelligence, customer retention, and online technology, and is a useful resource for business owners, educational professionals, marketing agents, sociologists, policymakers, public health professionals, academicians, scientists, and researchers.

Since the advent of the internet, online communities have emerged as a way for users to share their common interests and connect with others with ease. As the possibilities of the online world grew and the COVID-19 pandemic raged across the world, many organizations recognized the utility in not only providing further services online, but also in transitioning operations typically fulfilled in-person to an online space. As society approaches a reality in which most community practices have moved to online spaces, it is essential that community leaders remain knowledgeable on the best practices in cultivating engagement. Community Engagement in the Online Space evaluates key issues and practices pertaining to community engagement in remote settings. It analyzes various community engagement efforts within remote education, online groups, and remote work. This book further reviews the best practices for community engagement and considerations for the optimization of these practices for effective virtual delivery to support emergency environmental challenges, such as pandemic conditions. Covering topics such as community belonging, global health virtual practicum, and social media engagement, this premier reference source is an excellent resource for program directors, faculty and administrators of both K-12 and higher education, students of higher education, business leaders and executives, IT professionals, online community moderators, librarians, researchers, and academicians.

The growth of companies' online presences is an unquestionable reality. However, not everything goes online, and the physical presences of companies continue to exist, with the physical retail point of sale as a place for experimentation and immediate consumption, brand showroom, and support for online sales, which are fundamental to the shopping experience. Managing a retail point of sale implies acting on several fronts, bearing in mind the market requirements, the point of sale's brand strategy, the strategies of the brands being sold, and all other aspects related to the management of a business, while considering the specificities of a retail point of sale. Management and Marketing for Improved Retail Competitiveness and Performance provides knowledge and skills to allow readers to understand and apply the different concepts, techniques, and tools to manage a retail point of sale in the various aspects of a business. Covering key topics such as advertising, client loyalty, and merchandising, this premier reference source is ideal for business owners, managers, marketers, researchers, scholars, academicians, practitioners, instructors, and students.

The prominent idea of sustainable development has influenced almost all disciplines, changing our understanding and behavior toward sustainability. In this respect, marketing has also been transforming from the sustainability point of view as emerging social and ecological problems caused by the exponential growth require sustainable solutions and joint efforts. Sustainable marketing intends to integrate ecological, social, and ethical concerns while creating value. Consumers, along with other stakeholders, expect that brands will contribute to work toward the sustainable development goals; therefore, companies need to redesign their marketing initiatives to create, promote, and deliver values that are in line with sustainability. The Handbook of Research on Achieving Sustainable Development Goals With Sustainable Marketing illuminates current developments in sustainable marketing and the new trends and tendencies concerning the concept in theory and practice. The book also explores the concept of sustainable marketing in today’s context of the digital age, explains its boundaries and benefits, and describes the challenges and opportunities as well as the advantages and potential disadvantages of sustainable marketing and branding efforts. Covering key topics such as branding, marketing ethics, and corporate social responsibility, this premier reference source is ideal for marketers, business owners, managers, industry professionals, researchers, academicians, scholars, practitioners, instructors, and students.

Recent evolutions, such as pervasive networking and other enabling technologies, have been increasingly changing human life, knowledge acquisition, and the way works are performed and students learn. In this societal change, educational institutions must maintain their leading role. They have therefore embraced digitally enhanced learning to provide increased flexibility and access for their students. The Handbook of Research on Redesigning Teaching, Learning, and Assessment in the Digital Era provides insights into the transformation of education in the digital era and responds to the needs of learners of any context and background through relevant studies that include sound pedagogical and content knowledge. Covering key topics such as hybrid learning, media, remote learning, and social media, this major reference work is ideal for administrators, policymakers, academicians, researchers, scholars, practitioners, librarians, instructors, and students.