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CRM at the Speed of Light

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CRM at the Speed of Light

Essential Customer Strategies for the 21st Century
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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...
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...
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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.

Table of Contents-
  • Part I: The Overview

    Chapter 1: Is CRM Ashley Judd?

    Chapter 2: Whole-Brained CRM: The Real Metaphor

    Chapter 3: Data-Driven CRM vs. Process-Driven CRM

    Part II: The Modules

    Chapter 4: Sales Force Automation: Power to the (Sales) People

    Chapter 5: Enterprise Marketing Management: Finally Getting the Message?

    Chapter 6: CCRM = PRM: Not Just a Name Change

    Chapter 7: Call Center, CIC, Potato, Po-tah-to: Customer Service Can Be Good—Whatever You Call It .

    Chapter 8: Field Service: Not Just Your Maytag Repairman Anymore

    Chapter 9: Analytics: I Never Saw a Purple Cow, but if I Did, It Would Be a Demographic .

    Part III: The Markets

    Chapter 10: Going Deep: Verticalizing CRM .

    Chapter 11: “Of the People, by the People, for the People”: CRM in the Public Sector

    Chapter 12: CRM and the SMB: Small Is Beautiful

    Part IV: The Modules

    Chapter 13: Web Architecture for Enterprise Applications: Why Learn THAT?

    Chapter 14: Data Mining, Datawarehouse, Data (Just Not Star Trek’s)

    Chapter 15: Supply Chain + Demand Chain = A Big Enterprise Value Chain, Gang

    Chapter 16: The ASP Model: Sexy, but Utilitarian

    Part V: The Kernel

    Chapter 17: CRM Strategy: First in Plan, First in Implementation, First in the Heart of the Customer

    Chapter 18: Business Processes Are Gender Neutral, Aren’t They?

    Chapter 19: Culture Change, not Diaper Change: Managing a Dramatic Transformation

    Chapter 20: Dancing to the Music: Implementing CRM

    Chapter 21: Communications and Learning Management Does Not Equal Knowledge Dump

    Chapter 22: ROI and Metrics: Numbers Never Felt So Good

    Part VI: The Ranks

    Chapter 23: Playing with the Big Boys: The Sandbox Survivors

    Chapter 24: The Best of the Rest

    Chapter 25: The ASP Is More than Cleopatra’s Death Warrant

    Part VII: Back to the Future

    Chapter 26: Peering at the Future Through Glasses: Bye-Bye CRM, Sort Of

    Appendix: Customer Lifetime Value Primer

    Afterword

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    McGraw-Hill
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CRM at the Speed of Light
CRM at the Speed of Light
Essential Customer Strategies for the 21st Century
Paul Greenberg
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Essential Customer Strategies for the 21st Century
Paul Greenberg
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