CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time - Hardcover

Greenberg, Paul

Hardcover

ISBN 10: 0072127821 ISBN 13: 9780072127829

Publisher: McGraw-Hill Education, 2001

Synopsis

"Paul Greenberg's book is such a breath of fresh air. Actually, it's more like a wind that blows away the clouds of hype and marketing mumbo jumbo. Finally, there is a consolidated source on this subject that can be used by the novice as well as the expert. It's like eCRM university between two covers." --Pat Sullivan President & CEO, Interact Commerce Corporation"Understanding the critical components of customer relationship management and the impact technology decisions will have on running a profitable business in the coming decade is a must for every company that hopes to be in business two, five, and 10 years from now. Executives make a high-stakes decision when they choose a CRM vendor. They would be wise to read Paul's book so they can get the insider's perspective and the experts' opinions."

--Brent Frei, president, CEO and co-founder of Onyx Software "Get CRM right and your company wins in the online economy. Get it wrong and you are not even in the game. You need guidance by an expert and a book that is insightful, practical, comprehensive and fun to read. Paul Greenberg is the expert and this is the book." --Peter Keen, president, Keen Innovations and author of From .com to .profit and The eProcess Edge "This book is a must-read for anybody who wants to master the management of Customer Relationships, which has become a key business issue of our times. Paul Greenberg has done a masterful job in clarifying the issues that surround the CRM s pace." --Scott Fletcher, president, epipeline

About this title

From the Publisher:

Get winning strategies for acquiring and retaining customers by leveraging the latest advanced technologies. This insightful and authoritative book shows you how to select the right tools for your business so it can grow today and on into the future.

From the Back Cover:

"Throughout my travels and conversations with customers and partners around the world, I have been thoroughly impressed with how many of them have read and been influenced by Paul's first book CRM at the Speed of Light. Wait until they get their hands on this well-crafted follow up. Paul's 2nd book on the hot topic of CRM should become the standard for straight talk on what can be a complex subject. This guy really gets it and his readers will too!"--Bruce Culbert, Senior Vice President, and CRM Global Practice Leader, KPMG Consulting

"What Paul Greenberg does here in CRM at the Speed of Light is to help companies know where to turn for help as they decide what to do. He doesn't pull any punches (he even made us wince a few times), but his goal is not to flatter. It's to provide a handbook of what to do to build the necessary capabilities, and how to choose the partners that will lead to successful customer-based ROI."--Don Peppers & Martha Rogers, Peppers & Rogers Group

"CRM is becoming an enterprise strategy--an integrated and integral part of every successful company. CRM at the Speed of Light shows you how. Paul Greenberg gives great insight to the changing landscape and success factors that executives need to know."--Craig Conway, President and CEO, PeopleSoft Inc.

"Every business has a mandate to get, keep, and grow profitable customers. CRM technology has expanded quite a bit over the last year, and it is constantly evolving in search of better, smarter approaches to create ongoing dialogs with customers. In his eagerly awaited 2nd edition, Paul sheds light on this new era of CRM with his trademarked wit and candid honesty. Fortified with Paul's insightful commentary readers, will come away with a comprehensive view of the CRM market."--Roger Siboni, President and CEO of E.piphany

CRM--Customer Relationship Management--has entered the mainstream. Despite the uncertainty of the economy, CRM is being thrust into corporate budgets and talked about as a critical initiative by hundreds of Fortune 1,000 and tens of thousands of other companies. It has gone from being an important "edge" in the business world to a necessary tool for survival. The notion of the customer as king or queen is once again the rule. How you treat this is a mission-critical business issue.

But, what is CRM and how does it change the way companies do business? The changes in the world have been so dynamic and so dramatic that the path isn't necessarily all that obvious. How CRM impacts that business path is a continuing source of debate in the world of corporate management. The second edition of the best-selling CRM at the Speed of Light answers that question.

This vastly expanded edition has been updated to reflect the maturation of the CRM market. This insightful book reveals winning strategies and cultural changes necessary for leveraging the latest technologies to acquire and retain customers, despite the fierce competition. The biggest challenge in working with CRM is not that it is a strategy that relies on a technology, but that the landscape is complex and mined with pitfalls. International thought leader and CRM expert Paul Greenberg explains the terrain and shows you how to use it to your business advantage. CRM technologies and how to implement them are explored in detail for both new and experienced users. He examines the growing trends in market automation­­verticalization and personalization­­and describes the major players in each sector of the CRM world along with their current technology offerings. In addition, recommended strategies based on broad corporate profiles are detailed. Discover why CIO Magazine and the Asian business market considers CRM at the Speed of Light to be one of the twelve most important books on business a CEO will ever read.

About this edition

• Publisher: McGraw-Hill Education
• Publication date: 2001
• ISBN 10: 0072127821
• ISBN 13: 9780072127829
• Binding: Hardcover
• Number of pages: 274