A social revolution in how we communicate has taken place in
recent years. Smartphones, social web tools, and the instant
availability of information in an aggregated and organized way
provide real-time intelligence to customers, not just the
enterprise.
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.
Written by CRM guru Paul Greenberg, "CRM at the Speed of Light,
Fourth Edition," reveals best practices for a successful Social CRM
implementation. Greenberg explains how this new paradigm involves
the customer in a synergetic discussion to provide mutually
beneficial value in a trusted and transparent business
environment.
Throughout this definitive volume, you'll find examples of the
new strategies for customer engagement and collaboration being used
by cutting-edge companies, along with expert guidance on how your
organization can and should adopt these innovations.
"CRM at the Speed of Light, Fourth Edition," reviews the lat4est
technological developments in the operational side of CRM,
including vertical applications, and explains the fundamentals of
the multifaceted CRM framework.
Find out why Paul Greenberg was named the #1 CRM influencer by
InsideCRM in the completely recast edition of this international
bestseller.
In addition to being the author of the bestselling "CRM at the
Speed of Light," Paul Greenberg is President of The 56 Group, LLC,
a customer strategy consulting firm focused on cutting-edge CRM
strategic services; a founding partner of the CRM training company,
BPT Partners, LLC, a training a consulting venture composed of a
number of CRM luminaries that has become the certification
authority for the CRM industry; co-chairman of Rutgers University's
CRM Research Center; Executive Vice President of the CRM
Association; and a Board of Advisors member of the Baylor
University MBA Program for CRM majors. Paul was named one of the
most influential CRM leaders in 2008 by "CRM Magazine." He is known
for his work on the use of social media in CRM as tools for
customer collaboration with a company. Currently, Paul lives in
Manassas, Virginia, with his wife and five cats. You can reach him
at [email protected], follow him on Twitter at
www.twitter.com/pgreenbe, or join up with him on LinkedIn or
Facebook.
Praise for "CRM at the Speed of Light"
"" This book] is a testament to Greenberg's profound grasp of
the control revolution that is upon us. Customers seizing control
from business. Citizens demanding control and accountability from
their governments. Political campaigns and charities being rewarded
by shifting power to their supporters. Quite simply, it is the
definitive work for anyone committed to putting the social customer
at the center of their operation."" -- Brian Komar, Director of
Interacitve Marketing and CRM, Center for American Progress
""With great insights, great stories, and great inforamtion,
Paul Greenberg analyzes the impact of every major industry
development on vendor/customer relationships. Not only is he on top
of his game, he makes reading this edition as enjoyable as it was
to read the previous three. This is an absolute must-read for
anyone serious about understanding how to best serve today's social
customer."" -- Brent Leary, CRM industry analyst and co-author of
Barack 2.0: Social Media Lessons for Small Business
""Web 2.0 hiot and Paul Greenberg couldn't resist telling us
what it all means. Lucky for us. This edition is packed with new
insights about how online conversations are changing the nature of
customer relations. Think the CRM market is crazy now? Hitch a ride
on Greenberg's shoulders because you ain't seen nothing yet."" --
Paul Gillin, author of "The New Influencers" and "Secrets of Social
Media Marketing.""
""As we make the shift to SCRM, Paul's insights provide a much
needed framework on how to navigate a more connected, social, and
collaborative enterprise."" -- R "Ray" Wang, Partner, Enterprise
Strategy, Altimeter Group, LLC
""Paul Greenberg is one of the most astute minds in CRM and
social media today. His book remains the bible for companies
employing CRM. The added focus on blending new and social media
into Paul's philosophy of CRM will keep this as the first book
companies reach for to enhance the customer relationship in the new
century."" -- Jay Dunn, Vice President of Marketing, Lane
Bryant
""Paul Greenberg shares his unparalleled expertise on the
dramatic evolution from CRM 1.0 to CRM 2.0 with unique insightful
examples. It is a must read for anyone looking to transform the
potential of CRM into long-lasting competitive advantage in a
rapidly changing business environment."" -- Jujhar Singh, Senior
Vice President, SAP CRM Product Management
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