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(Ebook) CRM at the Speed of Light 3rd Edition by Paul Greenberg ISBN 9780072231731 0072231734

  • SKU: EBN-1869782
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Authors:Paul Greenberg
Pages:384 pages.
Year:2004
Editon:3
Publisher:McGraw-Hill Osborne Media
Language:english
File Size:3.22 MB
Format:pdf
ISBNS:9780072231731, 9780072264401, 0072231734, 0072264403
Categories: Ebooks

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(Ebook) CRM at the Speed of Light 3rd Edition by Paul Greenberg ISBN 9780072231731 0072231734

(Ebook) CRM at the Speed of Light 3rd Edition by Paul Greenberg - Ebook PDF Instant Download/Delivery: 9780072231731 ,0072231734
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Product details:

ISBN 10: 0072231734
ISBN 13: 9780072231731
Author: Paul Greenberg

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.

 

(Ebook) CRM at the Speed of Light 3rd Edition Table of contents:

Part I: The Overview

Chapter 1 Is 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?

Chapter 2 Whole-Brained CRM: The Real Metaphor

The META Group Definition circa 2000

Whole-Brained CRM

CRM: The Total Package

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

Data-Driven CRM

Process: An Overview

Process-Driven CRM

In Conclusion

Part II: The Modules

Chapter 4 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?

Chapter 5 Enterprise Marketing Management: Finally Getting the Message?

The Core Beliefs

Enterprise Marketing Management (EMM)

Chapter 6 CCRM = PRM: Not Just a Name Change

The Basics Are Really Basic

How to Succeed in Business by Really Trying Hard

ROI Means King in French and Bottom Line in English

The End (of the Chapter)

Chapter 7 Call Center, CIC, Potato, Po-tah-to: Customer Serivce 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

Chapter 8 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

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

What Are Analytics?

Part III: The Markets

Chapter 10 Going Deep: Verticalizing CRM

Industry-Specific, if You Please

CRM at Different Theaters: The Show's the Thing

The Vendors and the Verticals

Moving On

Chapter 11 "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

Chapter 12 CRM and the SMB: Small Is Beautiful

SMB Is More than an Acronym

SMB vs. Enterprise: What Are the Differences?

Part IV: The Modules

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

Widescreen Architecture

Evaluating Architecture

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

Data: It's Good for You

A Little Bit of Vendor

Chapter 15 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

Chapter 16 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"

Part V: The Kernel

Chapter 17 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

Chapter 18 Business Processes Are Gender Neutral, Aren'T They?

BPM Gains Credence

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

Why So Important?

How Do You Do It?

Chapter 20 Dancing to the Music: Implementing CRM

When You Buy the Application, You Buy the Vendor

Chapter 21 Communications and Learning Management Does Not Equal Knowledge Dump

Communications Planning

Learning Management Systems

Chapter 22 ROI and Metrics: Numbers Never Felt So Good

ROI and Metrics—A Beautiful Combination

The ROI

Finale

Part VI: The Ranks

Chapter 23 Playing with the Big Boys: The Sandbox Survivors

Criteria

Companies

Chapter 24 The Best of the Rest

Companies

Solutions Providers

Chapter 25 The ASP Is More than Cleopatra's Death Warrant

Why the Choices?

Part VII: Back to the Future

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

The Pundits

CRM: Finally, Part of the Business Fabric

What About Now?

Appendix: Customer Lifetime Value Primer

Afterword

Index

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Tags: Paul Greenberg, CRM, Speed, Light

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