An edition of CRM at the speed of light
(2001)
CRM at the speed of light
capturing and keeping customers in Internet real time
by Paul Greenberg
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Updated to reflect the major changes in Customer Relationship Management (CRM) in the last few years, this third edition of CRM at the Speed of Light: Capturing and Keeping Customers in Real Time is a must-read for executives looking to leverage the latest technologies on the market to reach and retain customers. Learn CRM concepts, discover what tools are available and which ones are suitable for your business, and get practical, expert advice on avoiding common pitfalls.
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CRM at the speed of light: social CRM strategies, tools, and techniques for engaging your customers
2010, McGraw-Hill
in English
- 4th ed.
0071590455 9780071590457
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CRM at the speed of light: social CRM strategies, tools, and techniques for engaging your customers
2009, McGraw-Hill
in English
- 4th ed.
0071590455 9780071590457
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4
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CRM at the speed of light: essential customer strategies for the 21st century
2004, McGraw-Hill/Osborne, McGraw-Hill Professional, McGraw-Hill
in English
- 3rd ed.
0072231734 9780072231731
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CRM at the speed of light: capturing and keeping customers in Internet real time
2002, McGraw-Hill/Osborne
in English
- 2nd ed.
0072224169 9780072224160
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CRM at the speed of light: capturing and keeping customers in Internet real time
2001, Osborne
in English
0072127821 9780072127829
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CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time
2001-01-17, Mcgraw-Hill Osborne Media
0072133376 9780072133370
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Book Details
Table of Contents
Machine generated contents note: Chapter 1 What Is CRM, Really?1
What Is a Customer?3
How Do We Define CRM? Let Me Count the Ways4
What Is CRM Technology39
Customer Lifecycle42
Customer Interaction43
Chapter2 Putting thee"in eClRM 45
CRM and eCRM: Whats Different? 46
The Web Experience47
The Features of eCRM50
Is eCRM Really Separate?59
Chapter 3 SalesManageinent versus CRM 61
CA9M Is Not Sales Management 62 Chapter 4 Sales Force Automation: Good Products Aren't Enough 65
Acquiring Customers Means Keeping Them66
Sales Force Automation: The Purpose67
The Biggest Barrier to Successful SFA 69
Sales Force Automation: Functionality71
Sales Force Automation: The Technology 76
Who's On First?I81
SFA.com92
The Verticalization of SFA? 96
The SFA Return on Investment (ROI) 99
SFA on the Move: The New Economy's Mobile
Sales Force100
Chapter 5 Marketing Automation Isn't Automatic 103
The Core Belief: Embedded Permission Marketing105
Enterprise Marketing Automation (EMA):
The Market106
Components of Enterprise Marketing Automation107
EMA Components115
Process Flow: EMA Campaign Implementation121
The Players and the Products126
Chapter 6 Going Global Gets Personal: Personalization and CRM 131
E-tail, Retail: What's the Difference?132
Personalization Is133
Personalization: The Technology Rules!135
Personalization in the Small: We're Going Wireless142
Other Companies Do These Things, Too145
How Personal Is Business?146
Chapter 7 Partner Relationship Management 147
Managing Your Partners150
PRM Is Not Just Sales Force Automation and
a Partner151
PRM Means Partner Network151
Assessing PRM152
The Technology: Who's Who and What's What
in PRM157
eCRM with Limited PRM Functionality161
Chapter 8 The CRM Rainbow: Beyond the Traditional CRM 163
Verticalization: Business to Business164
eCRM as a Platform: xRM172
eCRM Lite173
Mail Management Solutions174
Hypercoordination175
Other Interesting Products176
Chapter 9 Call Centers Mean Customer Interaction177
The Functionality179
The Technology180
The Measurements189
Who Handles the Calls?190
Chapter 10 The Sandbox Playmates 197
Simply the Best 1 199
Check Out the Lists231
Chapter 11 ERP Says Hello to CRM 235
Enterprise Resource Planning 236
Chapter 12 Why Does Your Company Need CRM? 247
Customer Lifecycle Management (CLM) 248
Convincing the Stakeholders 251
Chapter,13' There Really Is Value to You and Yours:
CRM/eCRM Service Offerings 267
The Choices 270
Chapter 14 Implementing CRM: Easy as 1,2,3,4, 5, 6, and so on 281
The Caveats of Implementation282
The Implementation282
Chapter 15 The Host with the Most:Application Service
Providers and CRM 303
ASP in a Nutshell 304
Break Out Your Bell-bottoms, the '70s Are Back!304
Types of ASPs308
Watch Out for the NASPs!311
ASPs a Passing Fad or Here to Stay?312
Chapter 16 The Future's Not Hard to See 315
Wireless Is More 316
The Voice of eCRM320
XML + eCRM = CPExchange 324
Globalization Is Really Personal327
ROI: Changes That Meet the Future331
Online Can Be Cost-Free-If You Want It That Way333
Appendix A Places to Go: Websites That Make It Worth It 335
eCRM Communities 336
Other Websites 342
Appendix B Customer Lifetime Value 343
Customer Value Model, a Primer345
Balancing Responsiveness and Profits: Customer
Value Model Case Study347
Index 351.
Edition Notes
Includes index.
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History
- Created April 1, 2008
- 9 revisions
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| December 19, 2023 | Edited by ImportBot | import existing book |
| December 4, 2020 | Edited by MARC Bot | import existing book |
| August 13, 2010 | Edited by WorkBot | merge works |
| April 16, 2010 | Edited by bgimpertBot | Added goodreads ID. |
| April 1, 2008 | Created by an anonymous user | Imported from Scriblio MARC record |