Social CRM For Dummies

Dedications

Kyle Lacy: To my wife, Rachel, and to all the digital marketers of the world who are pushing to drive change in their organizations.

Stephanie Diamond: To Barry who makes all things possible. And to my family for their love and support.

Jon Ferrara: To the man who taught me the meaning of relationships, customer engagement and Social Selling, my father, Angelo Ferrara. He taught me the power of listening and engaging customers, nurturing relationships and staying top of mind with customers. To the woman who has taught me the importance of being present with family, friends and who teaches me on a daily basis the importance of art and soul development, my wife, Arleen Ferrara. To my children who on a daily basis teach me about myself and enable me to grow as a human being.

Authors’ Acknowledgments

Kyle Lacy: I often say that social media is multiple minds building a creative community, and this book is no different. I couldn't have written this book without the help of some extremely special people. First off, thank you to Amy Fandrei and Rebecca Huehls for their absolutely angelic patience during the writing of this book. I would also like to thank my coauthors, Jon Ferrara and Stephanie Diamond.

I would like to thank the people in my life and my community who helped me gain the knowledge, experience, and insights to product this book. I have two families in my life. My immediate family and my ExactTarget family. Thanks to my wife Rachel Lacy for her patience and love ...