CRM at the speed of light
Subtitle: capturing and keeping customers in Internet real time
By: Paul Greenberg.
Publisher: Osborne
Published: 2001
Place of publication: Berkeley, Calif
Language: eng
Number of pages: 360
Subjects: Customer relations -- Management.; Electronic commerce.
Notes: Includes index.
Table of contents: title: Machine generated contents note: Chapter 1 What Is CRM, Really?1; title: What Is a Customer?3; title: How Do We Define CRM? Let Me Count the Ways4; title: What Is CRM Technology39; title: Customer Lifecycle42; title: Customer Interaction43; title: Chapter2 Putting thee"in eClRM 45; title: CRM and eCRM: Whats Different? 46; title: The Web Experience47; title: The Features of eCRM50; title: Is eCRM Really Separate?59; title: Chapter 3 SalesManageinent versus CRM 61; title: CA9M Is Not Sales Management 62 Chapter 4 Sales Force Automation: Good Products Aren't Enough 65; title: Acquiring Customers Means Keeping Them66; title: Sales Force Automation: The Purpose67; title: The Biggest Barrier to Successful SFA 69; title: Sales Force Automation: Functionality71; title: Sales Force Automation: The Technology 76; title: Who's On First?I81; title: SFA.com92; title: The Verticalization of SFA? 96; title: The SFA Return on Investment (ROI) 99; title: SFA on the Move: The New Economy's Mobile; title: Sales Force100; title: Chapter 5 Marketing Automation Isn't Automatic 103; title: The Core Belief: Embedded Permission Marketing105; title: Enterprise Marketing Automation (EMA):; title: The Market106; title: Components of Enterprise Marketing Automation107; title: EMA Components115; title: Process Flow: EMA Campaign Implementation121; title: The Players and the Products126; title: Chapter 6 Going Global Gets Personal: Personalization and CRM 131; title: E-tail, Retail: What's the Difference?132; title: Personalization Is133; title: Personalization: The Technology Rules!135; title: Personalization in the Small: We're Going Wireless142; title: Other Companies Do These Things, Too145; title: How Personal Is Business?146; title: Chapter 7 Partner Relationship Management 147; title: Managing Your Partners150; title: PRM Is Not Just Sales Force Automation and; title: a Partner151; title: PRM Means Partner Network151; title: Assessing PRM152; title: The Technology: Who's Who and What's What; title: in PRM157; title: eCRM with Limited PRM Functionality161; title: Chapter 8 The CRM Rainbow: Beyond the Traditional CRM 163; title: Verticalization: Business to Business164; title: eCRM as a Platform: xRM172; title: eCRM Lite173; title: Mail Management Solutions174; title: Hypercoordination175; title: Other Interesting Products176; title: Chapter 9 Call Centers Mean Customer Interaction177; title: The Functionality179; title: The Technology180; title: The Measurements189; title: Who Handles the Calls?190; title: Chapter 10 The Sandbox Playmates 197; title: Simply the Best 1 199; title: Check Out the Lists231; title: Chapter 11 ERP Says Hello to CRM 235; title: Enterprise Resource Planning 236; title: Chapter 12 Why Does Your Company Need CRM? 247; title: Customer Lifecycle Management (CLM) 248; title: Convincing the Stakeholders 251; title: Chapter,13' There Really Is Value to You and Yours:; title: CRM/eCRM Service Offerings 267; title: The Choices 270; title: Chapter 14 Implementing CRM: Easy as 1,2,3,4, 5, 6, and so on 281; title: The Caveats of Implementation282; title: The Implementation282; title: Chapter 15 The Host with the Most:Application Service; title: Providers and CRM 303; title: ASP in a Nutshell 304; title: Break Out Your Bell-bottoms, the '70s Are Back!304; title: Types of ASPs308; title: Watch Out for the NASPs!311; title: ASPs a Passing Fad or Here to Stay?312; title: Chapter 16 The Future's Not Hard to See 315; title: Wireless Is More 316; title: The Voice of eCRM320; title: XML + eCRM = CPExchange 324; title: Globalization Is Really Personal327; title: ROI: Changes That Meet the Future331; title: Online Can Be Cost-Free-If You Want It That Way333; title: Appendix A Places to Go: Websites That Make It Worth It 335; title: eCRM Communities 336; title: Other Websites 342; title: Appendix B Customer Lifetime Value 343; title: Customer Value Model, a Primer345; title: Balancing Responsiveness and Profits: Customer; title: Value Model Case Study347; title: Index 351.