Index

• Number •

360-degree view, 275–276

• A •

activities, prioritizing, 33–34

Adams, Paul, 193

Addict-o-matic site, 198–199

AddressTwo social CRM vendor, 306

AddThis content sharing tool, 80

Adobe Insight analytics, 76

advertising, permission-based, 40

advocates, building, 71

aggregating information, 60

Alka-Seltzer ad, 83–84

Alltop blog directory, 89

Amazon

reviewing actions of, 191

site, 172

American Express social knowledge base, 205

American Red Cross error, 56

analytics

Adobe Insight, 76

Clicky, 76

descriptive, 261–262

future of, 269–270

Google Analytics, 76

metrics, 270

predictive, 261–262

word of mouth, 270

Angie's List website, 23

Any Meeting collaboration tool, 134

Apple

customer support portal, 192

reviewing actions of, 191–192

Astute Solutions CRM solution, 294

AT&T Small Business Tech Poll 2012, 223

Attensity CRM solution, 291

attention

competing for, 67–68

permission, 68

redefining, 67–68

relevancy, 67–68

trust, 68

attention economy, defined, 66

Audacity podcasting tool, 99

AudioAcrobat podcasting tool, 99

Autodesk social knowledge base, 205–206

• B •

B2B traffic, generating, 148–149

backchannel

mining, 121–123

Pivot Conference, 123

Batchbook social CRM vendor, 309

Benioff, Marc, 303

Benjamin Moore, 57

best practices, establishing, 31

BI (business intelligence)

affecting brand initiatives, 262–263

directing brand initiatives, 262–263

forecasting, 263

performance measurement, 263

reporting, 262

strategic planning, 263

blog posts

frequency of, 90

planning, 90–91

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