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CRM at the Speed of Light

Cover of CRM at the Speed of Light

CRM at the Speed of Light

Essential Customer Strategies for the 21st Century
Borrow Borrow

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.

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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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 Education
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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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Paul Greenberg
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