000			02570nam a2200277 i 4500
003			MIUC
005			20201021102053.0
008			150109s2010 nyu||||| |||| 001 | eng d
020			_a9780071590457
040			_aMIUC _beng _cMIUC
082	0		_a658.812
100	1		_91429 _aGreenberg, Paul
245	1	0	_aCRM at the speed of light : _bsocial CRM strategies, tools and techniques for engaging your customers / _cPaul Greenberg.
246	3		_aCustomer relationship management at the speed of light : _bsocial customer relationship management strategies, tools and techniques for engaging your customers
250			_a4th ed.
260			_aNew York : _bMcGraw-Hill, _cc2010.
300			_axxvi, 662 p. : _bill. b&w ; _c24 cm.
504			_aIncludes bibliographical references and index.
505	0		_a1. 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.
520			_aSocial 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.
650		0	_9841 _aCustomer relations _xManagement
650		0	_9345 _aElectronic commerce
650		0	_9843 _aConsumer satisfaction
650		0	_9943 _aInternet marketing
942			_2ddc _cBK