Table of Contents
Part One: Adapting Organizations to the Twenty-First Century
Chapter 1: Social Media: Drivers of Global Business Opportunity
Using Social Media Strategically for High-Impact Business Outcomes
Applying Social Business Transformation to Existing Business Functions
Chapter 2: Social Media: A Way of Life, a Way of Business
Chapter 3: Who's Winning in Social Business and Why
The Social Business Workplace: MillerCoors
Optimizing Supply Chains with Social Business: Teva Canada
Reorganizing Corporate Communication with Social Business: IBM
Improving Stock Trades with Social Business: Bloomberg
Boosting Retailer Productivity with Social Business: Mountain Equipment Co-Op
Enlisting Customers with Social Business to Create Better Support: Intuit
Learning to Focus on What Matters in Social Business
Chapter 4: The Global Business Transition to Social Media
Chapter 5: How Business Will Make the Transition
Next-Generation Business: Open, Social, and Self-Service
What Social Business Consists Of
How Social Businesses Will Emerge
Part Two: The Techniques of Social Business
Chapter 6: Social Media Marketing
Strategic Approaches to Social Media Marketing
Getting to Return on Investment with Social Media Marketing
The Virtuous Social Business Cycle: Listening and Engagement
Social Business Intelligence: Next-Generation Listening and Engagement
Chapter 7: Social Product Development
Chapter 8: Crowdsourcing: Community-Powered Workforces
A Brief Primer on Crowdsourcing
Moving to Crowdsourcing: A Process
Chapter 9: Social Customer Relationship Management and Customer Communities: Social Customer Care
Chapter 10: Social Business Ecosystems: Engaging with Business Partners
Social Business Ecosystems: Essential Examples
The B2B Social Business Options
Assessing the B2B Social Business Advantage
Chapter 11: Workforce Engagement: Creating a Connected Company Using Social Business
The Elements of Social Workforce Engagement
Functions of Workforce Collaboration
Key Benefits of Social Collaboration
An Example of a Social Workforce
Chapter 12: Social Business Supporting Capabilities
Community Management: The Essential Social Business Capability
Social Analytics and Business Intelligence
Core Social Business Intelligence Strategies
Social Business in Regulated Industries
The Regulated Social Business Life Cycle
Part Three: Social Business Design and Strategy
Chapter 13: Identifying Priorities and Planning
Social Business Transformation: The High-Level Process
Revisiting Priorities and Planning
Chapter 14: Building Blocks: The Elements of Social Business
Chapter 15: Business Cases, Pilots, Return on Investment, and Value: Tying Them Together
Chapter 16: Building a Social Business Strategy: The Outputs
Chapter 17: Getting Started with Social Business
The Phases of Social Business Adoption
Social Business Adoption Strategies
Chapter 18: Maturity: The Social Business Unit