CRM at the speed of light : social CRM strategies, tools and techniques for engaging your customers / Paul Greenberg.

By:

Greenberg, Paul

Material type:

TextPublication details: New York : McGraw-Hill, c2010.Edition: 4th edDescription: xxvi, 662 p. : ill. b&w ; 24 cmISBN:

9780071590457

Other title:

Customer relationship management at the speed of light : social customer relationship management strategies, tools and techniques for engaging your customers

Subject(s):

DDC classification:

658.812

Contents:

1. OMG! Your customer really is your BFF! -- 2. CRM, CMR. VRM or... who cares? -- 3. The customer owns the experience -- 4. Enterprise 2.0: not exactly what you think -- 5. A company like me: new business -- 6. Do you have the ring? tools for customer engagement -- 7. Love your customers publicly: blogs and podcasts -- 8. Wikis are a weird name for collaboration, n'est ce pas? -- 9. Social networks, user communities: who love ya, baby? -- 10. Movin' and grovin': the use of mobile devices -- 11. The collaborative value chain -- 12. Sales and marketing: the customer is the right subject -- 13. Customer service is our name and our game -- 14. The difference: CRM, the public sector and politics -- 15. SOA for poets -- 16. At home in the clouds and in open space -- 17. Big picture, big strategies -- 18. Mapping the customer experience -- 19. Process and data go together -- 20. Value given, value received: analyzing the return on CRM -- 21. When you buy the application, you buy the vendor, though you don't implement him -- 22. Waving to the future -- 23. The social web and the public sector: from the world to the state.

Summary: Social CRM is critical to business success in today's hyper-connected environment. Customers' expectations are so great and their demands so empowered that a Social CRM strategy must be built around collaboration and customers engagement, not traditional operational customer management. It's the company's response to the customer's control of the conversation that makes Social CRM work.

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Holdings
Item type	Current library	Call number	Status	Barcode
Books	Marbella International University Centre Library	658.812 GRE crm (Browse shelf(Opens below))	Available	10267

Includes bibliographical references and index.

1. OMG! Your customer really is your BFF! --
2. CRM, CMR. VRM or... who cares? --
3. The customer owns the experience --
4. Enterprise 2.0: not exactly what you think --
5. A company like me: new business --
6. Do you have the ring? tools for customer engagement --
7. Love your customers publicly: blogs and podcasts --
8. Wikis are a weird name for collaboration, n'est ce pas? --
9. Social networks, user communities: who love ya, baby? --
10. Movin' and grovin': the use of mobile devices --
11. The collaborative value chain --
12. Sales and marketing: the customer is the right subject --
13. Customer service is our name and our game --
14. The difference: CRM, the public sector and politics --
15. SOA for poets --
16. At home in the clouds and in open space --
17. Big picture, big strategies --
18. Mapping the customer experience --
19. Process and data go together --
20. Value given, value received: analyzing the return on CRM --
21. When you buy the application, you buy the vendor, though you don't implement him --
22. Waving to the future --
23. The social web and the public sector: from the world to the state.

Social CRM is critical to business success in today's hyper-connected environment. Customers' expectations are so great and their demands so empowered that a Social CRM strategy must be built around collaboration and customers engagement, not traditional operational customer management. It's the company's response to the customer's control of the conversation that makes Social CRM work.

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