000			02077cam a2200313 a 4500
001			15910417
003			APU
005			20150407172351.0
008			090917s2010 nyua 001 0 eng
010			_a 2009038435
020			_a9780071590457 (hbk.)
020			_a0071590455 (hbk.)
035			_a(OCoLC)ocn181603456
040			_aDLC _cAPU _dBNF _beng
050	0	0	_aHF5415.5 _b.G74 2010
082	0	0	_a658.812 _222 _bGRE 2010
100	1		_aGreenberg, Paul. _98375
245	1	0	_aCRM at the speed of light : _bsocial CRM strategies, tools, and techniques for engaging your customers / _cPaul Greenberg.
250			_a4th ed.
260			_aNew York : _bMcGraw-Hill, _cc2010.
300			_axxvi, 662 p. : _bill. ; _c24 cm.
500			_aIncludes index.
505	0		_aOMG! : 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.
650		0	_aCustomer relations _xManagement. _98366
650		0	_aElectronic commerce. _9684
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2lcc _cBook
999			_c11335 _d11335