Social Media ROI: Managing and Measuring Social Media Efforts in Your Organization

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Pearson Education, Feb 22, 2011 - Business & Economics - 350 pages
12 Reviews

Use Social and Viral Technologies to Supercharge Your Customer Service!


Use this book to bring true business discipline to your social media program and align with your organization’s goals. Top branding and marketing expert Olivier Blanchard brings together new best practices for strategy, planning, execution, measurement, analysis, and optimization. You will learn how to define the financial and nonfinancial business impacts you are aiming for--and achieve them. Social Media ROI delivers practical solutions for everything from structuring programs to attracting followers, defining metrics to managing crises. Whether you are in a startup or a global enterprise, this book will help you gain more value from every dime you invest in social media.


You’ll learn how to:

  • Align social communications with broader business goals and functions
  • Plan for effective performance measurement
  • Establish clarity of vision, purpose, and execution
  • Implement guidelines and operations for effectively managing social media
  • Get started by “listening before talking”
  • Integrate social media into long-term marketing programs, short-term campaigns, and brand initiatives
  • Use social media to deliver real-time, optimized customer support
  • Leverage mobility and the “on-the-fly” social media culture
  • Measure FRY (Frequency, Reach, and Yield)

Includes a foreword by Brian Solis.


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Review: Social Media ROI: Managing and Measuring Social Media Efforts in Your Organization

User Review  - Goodreads

Read this for my social media management class. It had some really great tips and instructions. Read full review

Review: Social Media ROI: Managing and Measuring Social Media Efforts in Your Organization

User Review  - Goodreads

Any person having to communicate or research anything as part of their business should read at least the first four chapters of this book. Read full review


I Social Media Program Development
1 Creating the Social Company
2 Aligning Social Media to Business Goals
3 Planning for Performance Measurement
4 Establishing Clarity of Vision Purpose and Execution
II Social Media Program Integration
5 Understanding How Social Media Plugs into the Organization
6 The People Principle
10 Listening Before Talking
11 Social Media and Digital Brand Management
12 RealTime Digital SupportFixing Customer Service Once and for All
13 Social Media Program ManagementPutting It All Together
IV Social Media Program Measurement
14 Creating a Measurement Practice for Social Media Programs
15 ROI and Other Social Media Outcomes
16 FRY Frequency Reach and Yield and Social Media

7 Establishing Social Media Guidelines for the Organization
8 Laying the Operational Groundwork for Effective Social Media Management
9 The New Rules of Brand Communications in the Age of Social Media
III Social Media Program Management
17 Social Media Program Analysis and Reporting

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About the author (2011)

Olivier Blanchard is a brand strategist with 15 years of B-to-B and B-to-C marketing management experience ranging from manufacturing and distribution to new media and consumer goods. He manages BrandBuilder Marketing, a brand consulting and marketing management firm that helps companies combine traditional and new/social media, and the Red Chair Group, which delivers executive social media training worldwide.When he isn’t writing, speaking, or consulting, he can be found on his blog at or on Twitter at An avid triathlete, photographer, and travel junkie, Olivier lives in South Carolina with his wife, two children, and their roving pack of wild Chihuahuas.

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