Case 1, Opening Case: Organizations WOW Customers with Social Customer Service
8.1 Web 2.0 and Social Media
8.2 Virtual Communities and Social Networking Services
8.3 Enterprise 2.0—Social Networks and Tools for Business
8.4 Social Media Metrics
8.5 The Future: Web 3.0
Chapter 8 Link Library
Evaluate and Expand Your Learning
Case 2, Business Case: Is Google+ a Better Social Network?
Case 3, Video Case: Creating Customer Engagement for Danone Activia
Data Analysis & Decision Making: Estimating the Value of Social Media
Explain the interactive nature of Web 2.0 and its business applications.
Identify trends in virtual communities and social networks and assess their impact on business.
Describe how organizations use Web 2.0 apps to improve business functions.
Explain metrics used to evaluate the effectiveness of social media strategies and tactics.
Describe semantic technologies and tools that ...