CRM at the speed of light
Subtitle: social CRM strategies, tools, and techniques for engaging your customers
By: Paul Greenberg
Edition: 4th ed.
Publisher: McGraw-Hill
Published: 2010
Place of publication: New York
Language: eng
Format: Hardcover
Number of pages: 688
ISBN-13: 9780071590457
Notes: Includes index.
Table of contents: title: OMG! : your customer really is your BFF!; title: CRM, CMR, VRM or--who cares?; title: The customer owns the experience; title: Enterprise 2.0 : not exactly what you think; title: A company like me : new business; title: Do you have the ring? : tools for customer engagement; title: Love your customers publicly : blogs and podcasts; title: Wikis are a weird name for collaboration, n'est çe pas?; title: Social networks, user communities : who loves ya, baby?; title: Movin' and groovin' : the use of mobile devices; title: The collaborative value chain; title: Sales and marketing : the customer is the right subject; title: Customer service is our name--and our game; title: The difference : CRM, the public sector, and politics; title: SOA for poets; title: At home or in the clouds--and in open spaces between; title: Big picture, big strategies; title: Mapping the customer experience; title: Process and data go together like; title: CRM operations; title: Value given, value received : analyzing the return on CRM; title: When you buy the application, you buy the vendor, though you don't implement him; title: Waving to the future.