TY  - BOOK
AU  - Greenberg,Paul
TI  - CRM at the speed of light: social CRM strategies, tools, and techniques for engaging your customers 
SN  - 9780071590457 (hbk.)
AV  - HF5415.5 .G74 2010
U1  - 658.812 22
PY  - 2010///
CY  - New York
PB  - McGraw-Hill
KW  - Customer relations
KW  - Management
KW  - Electronic commerce
N1  - 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
ER  -