Social Media Marketing

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REVIEW AND H
ANDS
-O
N

Hands-On: Apply What You’ve Learned

Apply what you’ve learned in this chapter through the following exercises:

1. Define the basic properties, objectives, and outcomes of a collaborative applica-
   tion that connects your customers to your business and to your employees.


2. Define an internal application that connects employees and enables efficient
   resolution of customer-generated ideas.


3. Map out your own customer engagement process and compare it with the
   engagement process defined in this chapter.