Measure what matters : online tools for understanding customers, social media, engagement, and key relationships /
Katie Delahaye Paine ; William T. Paarlberg, editor.
- Hoboken, N.J. : Wiley, c2011.
- xx, 252 p. : ill. ; 24 cm.
Includes bibliographical references and index.
9780470920107 (hbk.)
Customer services--Research. Social media--Research. Measurement.