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CITATION

Greenberg, Paul. CRM at the Speed of Light, Fourth Edition: Social CRM 2.0 Strategies, Tools, and Techniques for Engaging Your Customers. New York: McGraw-Hill Education, 2008.

CRM at the Speed of Light, Fourth Edition: Social CRM 2.0 Strategies, Tools, and Techniques for Engaging Your Customers

Authors: Paul Greenberg

Published:  October 2008 Pages: 698

eISBN: 9780071590464 | ISBN: 9780071590457
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  • Contents
  • Foreword
  • Acknowledgments
  • Introduction
  • Part I: The Era of the Social Customer
  • Chapter 1 OMG! Your Customer Really Is Your BFF!
  • Chapter 2 CRM, CMR, VRM or . . . Who Cares?
  • Chapter 3 The Customer Owns the Experience
  • Chapter 4 Enterprise 2.0: Not Exactly What You Think
  • Chapter 5 A Company Like Me: New Business Models = Customer Love
  • Part II: So Happy Together: Collaborating with Your Customers
  • Chapter 6 Do You Have the Ring? Tools for Customer Engagement
  • Chapter 7 Love Your Customers Publicly: Blogs and Podcasts
  • Chapter 8 Wikis Are a Weird Name for Collaboration, N'est Çe Pas?
  • Chapter 9 Social Networks, User Communities: Who Loves Ya, Baby?
  • Chapter 10 Movin' and Groovin': The Use of Mobile Devices
  • Part III: Baby Stays, Bathwater Goes-CRM Still Needs the Operational
  • Chapter 11 The Collaborative Value Chain
  • Chapter 12 Sales and Marketing: The Customer Is the Right Subject
  • Chapter 13 Customer Service Is Our Name-and Our Game
  • Chapter 14 The Difference: CRM, the Public Sector, and Politics
  • Chapter 15 SOA for Poets
  • Chapter 16 At Home or in the Clouds-and in Open Spaces Between
  • Chapter 17 Big Picture, Big Strategies
  • Chapter 18 Mapping the Customer Experience
  • Chapter 19 Process and Data Go Together Like...CRM Operations
  • Chapter 20 Value Given, Value Received: Analyzing the Return on CRM
  • Chapter 21 When You Buy the Application, You Buy the Vendor, Though You Don't Implement Him
  • Chapter 22 Waving to the Future
  • Appendix: The Social Web and the Public Sector: From the World to the State
  • Customer Relationship Management or Citizen Relationship Empowerment?
  • The Critical Importance of Web 2.0 for the Public Sector
  • The Core Problems Facing Public Safety Today
  • Breaking Down the Barriers
  • A Real World Case Study: Virtual Alabama
  • Change Is Coming
  • Index