Delahaye Paine, Katie.  1952- <br/><br/>
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 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>9780470920107 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services--Research.<br/>Measurement.<br/>Social media--Research.