THE SOCIAL MEDIA MANAGEMENT HANDBOOK: EVERYTHING YOU NEED TO KNOW TO GET SOCIAL MEDIA WORKING IN YOUR BUSINESS -- Contents -- Introduction -- I Social Media Strategy for Organizations -- 1 The Power and Business Risks of Social Media -- 2 How to Develop a Social Media Strategy -- 3 Social Media ROI: New Metrics for Customer Health -- 4 Selling Social Media within the Organization -- II Marketing and Sales in Social Media -- 5 Social Media and the Voice of the Customer -- 6 Integrating Social CRM Insights into the Customer Analytics Function -- 7 Using Social Media to Drive Product Development and Find New Services to Sell -- 8 Social Community Marketing and Selling -- III Customer Service and Support with Social Media -- 9 Using Social Media in Customer Service and Support -- 10 Social Media: Responding to Customer Complaints -- 11 Staying Out of Trouble: Complying with FTC Disclosures -- IV Beyond the ''Pilot'' Phase: The Core Components of the Agile Digital Enterprise -- 12 Creating and Implementing a Social Media Technology Platform -- 13 Social CRM on the Move: Mobility Implications for Social Media Programs -- 14 New Rules for Tools: IT Infrastructure Implications and Options for Supporting Enterprise Social Media -- V Empowering Employees for Social Media Success -- 15 Culture Traits, Employee Incentives, and Training -- 16 New Roles and Responsibilities -- 17 Social Media Policies -- 18 Social Media, Collaboration, and Value Creation in Organizations -- Appendix 1 -- Appendix 2 -- Notes -- Index.