Greenberg, Paul.
CRM at the speed of light : social CRM strategies, tools, and techniques for engaging your customers / Paul Greenberg. - 4th ed. - New York : McGraw-Hill, c2010. - xxvi, 662 p. : ill. ; 24 cm.
Includes index.
OMG! : your customer really is your BFF! -- CRM, CMR, VRM or-- who cares? -- The customer owns the experience -- Enterprise 2.0 : not exactly what you think -- A company like me : new business -- Do you have the ring? : tools for customer engagement -- Love your customers publicly : blogs and podcasts -- Wikis are a weird name for collaboration, n'est çe pas? -- Social networks, user communities : who loves ya, baby? -- Movin' and groovin' : the use of mobile devices -- The collaborative value chain -- Sales and marketing : the customer is the right subject -- Customer service is our name--and our game -- The difference : CRM, the public sector, and politics -- SOA for poets -- At home or in the clouds--and in open spaces between -- Big picture, big strategies -- Mapping the customer experience -- Process and data go together like-- CRM operations -- Value given, value received : analyzing the return on CRM -- When you buy the application, you buy the vendor, though you don't implement him -- Waving to the future.
9780071590457 (hbk.) 0071590455 (hbk.)
2009038435
Customer relations--Management.
Electronic commerce.
HF5415.5 / .G74 2010
658.812 / GRE 2010
CRM at the speed of light : social CRM strategies, tools, and techniques for engaging your customers / Paul Greenberg. - 4th ed. - New York : McGraw-Hill, c2010. - xxvi, 662 p. : ill. ; 24 cm.
Includes index.
OMG! : your customer really is your BFF! -- CRM, CMR, VRM or-- who cares? -- The customer owns the experience -- Enterprise 2.0 : not exactly what you think -- A company like me : new business -- Do you have the ring? : tools for customer engagement -- Love your customers publicly : blogs and podcasts -- Wikis are a weird name for collaboration, n'est çe pas? -- Social networks, user communities : who loves ya, baby? -- Movin' and groovin' : the use of mobile devices -- The collaborative value chain -- Sales and marketing : the customer is the right subject -- Customer service is our name--and our game -- The difference : CRM, the public sector, and politics -- SOA for poets -- At home or in the clouds--and in open spaces between -- Big picture, big strategies -- Mapping the customer experience -- Process and data go together like-- CRM operations -- Value given, value received : analyzing the return on CRM -- When you buy the application, you buy the vendor, though you don't implement him -- Waving to the future.
9780071590457 (hbk.) 0071590455 (hbk.)
2009038435
Customer relations--Management.
Electronic commerce.
HF5415.5 / .G74 2010
658.812 / GRE 2010