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Machine generated contents note: About the author -- About the contributors Introduction -- What is a digital strategy? -- What's the story of this book? -- How to get the most from this book 01 What is digital marketing? -- A history of digital marketing -- The 4 Ps of marketing -- Porter's five forces -- Brand or perceptual positioning map -- Customer lifetime value -- Segmentation -- Boston Consulting Group matrix -- Summary -- Further reading -- References 02 Aligning with your business strategy -- Customer centricity -- Business model -- Global strategy -- Brand -- Vision -- Culture -- Research and insight -- KPIs -- Summary -- Further reading -- References 03 Barriers and considerations -- Technology -- Skills -- Budget and resources -- Business priorities -- Regulation -- Summary -- Further reading -- References 04 Planning -- The planning process -- The phased approach -- Goals -- Objectives and strategies -- Action plans -- Controls -- People -- Budgeting and forecasting -- Summary -- Further reading 05 Search engine optimization -- A history of SEO -- Researching your SEO strategy -- Technical SEO -- Site structure -- Content -- Mobile -- Location -- Penalties -- Organizational structure and SEO -- Summary -- Further reading -- References 06 Paid search -- An introduction to paid search -- Setting up a campaign -- Measurement and optimization -- Advanced paid search -- Managing paid search campaigns - humans versus robots -- Summary -- Further reading 07 Display -- A brief history -- Programmatic advertising -- Types and formats of display advertising -- Ad servers and technological delivery -- Types of display campaign -- Planning and targeting display campaigns -- Display campaign measurement and attribution modelling -- Summary -- Further reading -- References 08 Social media -- History of social media -- Should I or shouldn't I? -- Customer service and reputation management -- The SEO angle -- Where to start? -- Types of social media -- Content -- Social advertising -- Measurement -- Summary -- References 09 User experience and transformation -- User experience (UX) -- Digital transformation -- Summary -- Further reading -- References 10 CRM and retention -- Defining CRM and retention -- Contact strategy -- Cross-selling and up-selling -- Predictive analytics -- CRM systems -- Social CRM (SCRM) -- Loyalty -- Summary -- Further reading -- References 11 True personalization -- What is personalization? -- Defining true personalization -- User-defined personalization -- Behavioural personalization -- Tactical personalization -- Single customer view -- Summary -- Further reading -- References 12 Customer service -- Customer service principles -- Channels -- Social customer service -- Measurement -- Summary -- Further reading -- References 13 Content strategy -- What is content marketing? -- What is content? -- What content types should you use? -- Why content marketing? -- People and process for creating content -- Distribution -- Measuring the value of content -- International content -- Audit checklist -- Summary -- Further reading -- References 14 Analytics and reporting -- The data landscape -- The reliability of data-based decisions -- What are analytics? -- Tools and technology -- Attribution modelling -- Reporting -- Summary -- Further reading -- References 15 Presenting your strategy -- Decision making -- Budget -- Key channel benefits -- How channels interact -- Website -- Further considerations -- Structuring your proposal -- Advocacy -- Summary -- Further reading -- References Bringing it all together -- Index