MARC Record from marc_nuls

LEADER: 05333cam 22003258a 4500
001 9922859690001661
005 20150423145608.0
008 040223s2004 nyu 000 0 eng
015 $aGBA4-Y7407
020 $a0072231734 :$c℗Đ19.99
035 $a(CSdNU)u238088-01national_inst
035 $a(OCoLC)56452065
035 $a(OCoLC)56452065
040 $aUKM$cUKM$dERE$dOrPss
049 $aCNUM
082 04 $a658.81202854678$222
090 $aHF5415.5$b.G74 2004
100 1 $aGreenberg, Paul,$d1937-
245 10 $aCRM at the speed of light :$bcapturing and keeping customers in Internet real time /$cPaul Greenberg.
250 $a3rd ed.
260 $aNew York :$bMcGraw-Hill Professional ;$aLondon :$bMcGraw-Hill,$c2004.
263 $a200404
300 $a368 p. ;$c23 cm.
500 $aPrevious ed.: New York: McGraw-Hill/Osborne, 2002.
505 0 $aIs CRM Ashley Judd? -- Defining CRM: Salute to the General -- CRM Definition: The View from Above Still Needs Binoculars -- In the Beginning: CRM's Place in the Business Universe -- Transformation of the Business Ecosystem -- "Every Day Is Mardi Gras and Every Fan's a King." -- Learning from the Best: CRM from Its Leaders -- Okay, Folks, What Did We Learn? -- Whole-Brained CRM: The Real Metaphor -- The META Group Definition circa 2000 -- Whole-Brained CRM -- CRM: The Total Package -- Data-Driven CRM vs. Process-Driven CRM -- The Modules -- Sales Force Automation: Power to the (Sales) People -- Contact Management vs. SFA -- Contact Management: The Good, the Bad--and the Not-at-All Ugly -- SFA: Sales Bourgeois vs. Sales Proletarians -- Focus: Proposal Management Meets Sales Process -- Vendors to Watch -- Rage Against the Machine? -- Enterprise Marketing Management: Finally Getting the Message? -- Enterprise Marketing Management (EMM) -- CCRM = PRM: Not Just a Name Change -- How to Succeed in Business by Really Trying Hard -- ROI Means King in French and Bottom Line in English -- Call Center, CIC, Potato, Po-tah-to: Customer Service Can Be Good--Whatever You Call It -- From Call Center to Customer Interaction Center -- The Agent Can Be Your Friend -- Qui Bono? Benefits and Stories -- Field Service: Not Just Your Maytag Repairman Anymore -- Field Service: Welcome to the 21st Century -- Form Follows Function -- Strategic Considerations -- Strategic Value -- What Could They Possibly Be Thinking? -- Waiting for You -- Analytics: I Never Saw a Purple Cow, but if I Did, It Would Be a Demographic -- What Are Analytics? -- The Markets -- Going Deep: Verticalizing CRM -- Industry-Specific, if You Please -- CRM at Different Theaters: The Show's the Thing -- The Vendors and the Verticals -- "Of the People, by the People, for the People": CRM in the Public Sector -- CRM in the Public Eye: More than Just a Good Initiative -- Public Sector: CRM Stands for Constituent Relationship Management -- CRM and the SMB: Small Is Beautiful -- SMB Is More than an Acronym -- SMB vs. Enterprise: What Are the Differences? -- The Modules -- Web Architecture for Enterprise Applications: Why Learn THAT? -- Widescreen Architecture -- Evaluating Architecture -- Data Mining, Datawarehouse, Data (Just Not Star Trek's) -- Data: It's Good for You -- A Little Bit of Vendor -- Supply Chain + Demand Chain = A Big Enterprise Value Chain, Gang -- The Realization Is High, the Interest Deep -- Supply Chain Management: Looking Out the Front of the Back -- The Sweetest Thing: Value Chain Integration -- The ASP Model: Sexy, but Utilitarian -- A Host by Any Other Name Would Work Just as Sweet -- The Net Natives -- The Hosted Solutions: Old School, New Approach -- What ASPs Are and Aren't: Other Flavors -- Pay Attention: Getting the Most from "Them" -- The Kernel -- CRM Strategy: First in Plan, First in Implementation, First in the Heart of the Customer -- Prelude to a CRM Symphony -- The Overture and the Movements -- The Movements Begin: CRM as Program, Not Project -- Business Process Management (BPM) -- Benchmarks and Metrics -- Culture Change -- Alignment with the Customer Ecosystem -- Vendor Selection -- Implementation Strategy -- Ongoing Learning Management -- Business Processes Are Gender Neutral, Aren't They? -- BPM Gains Credence -- Culture Change, not Diaper Change: Managing a Dramatic Transformation -- Why So Important? -- How Do You Do It? -- Dancing to the Music: Implementing CRM -- When You Buy the Application, You Buy the Vendor -- Communications and Learning Management Does Not Equal Knowledge Dump -- Communications Planning -- Learning Management Systems -- ROI and Metrics: Numbers Never Felt So Good -- ROI and Metrics--A Beautiful Combination -- The Ranks -- Playing with the Big Boys: The Sandbox Survivors -- Criteria -- Companies -- The Best of the Rest -- Companies -- Solutions Providers -- The ASP Is More Than Cleopatra's Death Warrant -- Why the Choices? -- Back to the Future -- Peering at the Future Through Glasses: Bye-Bye CRM, Sort Of -- The Pundits -- CRM: Finally, Part of the Business Fabric -- What About Now? -- Customer Lifetime Value Primer.
650 0 $aCustomer relations$xManagement.
650 0 $aElectronic commerce.
949 $aHF 5415.5 .G74 2004$i31786101886437
994 $a92$bCNU
999 $aHF 5415.5 .G74 2004$wLC$c1$i31786101886437$d6/26/2008$e4/17/2008 $lCIRCSTACKS$mNULS$n3$rY$sY$tBOOK$u1/27/2005