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CRM at the speed of light : social CRM strategies, tools, and techniques for engaging your customers / Paul Greenberg ; [foreword by Marc Benioff].

By: Material type: TextTextPublication details: New York : McGraw-Hill, c2010.Edition: 4th edDescription: xxvi, 662 p. : ill ; 24 cmISBN:
  • 9780071590457 (trade : alk. paper)
  • 0071590455 (trade : alk. paper)
Other title:
  • Customer relations management at the speed of light
Subject(s): DDC classification:
  • 658.8/12 22
LOC classification:
  • HF5415.5 .G743 2010
Contents:
OMG! : your customer really is your BFF! -- CRM, CMR, VRM or-- who cares? -- The customer owns the experience -- Enterprise 2.0 : not exactly what you think -- A company like me : new business -- Do you have the ring? : tools for customer engagement -- Love your customers publicly : blogs and podcasts -- Wikis are a weird name for collaboration, n'est çe pas? -- Social networks, user communities : who loves ya, baby? -- Movin' and groovin' : the use of mobile devices -- The collaborative value chain -- Sales and marketing : the customer is the right subject -- Customer service is our name--and our game -- The difference : CRM, the public sector, and politics -- SOA for poets -- At home or in the clouds--and in open spaces between -- Big picture, big strategies -- Mapping the customer experience -- Process and data go together like-- CRM operations -- Value given, value received : analyzing the return on CRM -- When you buy the application, you buy the vendor, though you don't implement him -- Waving to the future.
Summary: A guide to using Web 2.0 technologies and social media tools in customer relations management that discusses blogs, podcasts, wikis, social networks, sales, marketing, and other related topics.
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Holdings
Item type Current library Call number Status Date due Barcode
REGULAR University of Wollongong in Dubai Main Collection 658.812 GR CR (Browse shelf(Opens below)) Available T0040152

Includes index.

OMG! : your customer really is your BFF! -- CRM, CMR, VRM or-- who cares? -- The customer owns the experience -- Enterprise 2.0 : not exactly what you think -- A company like me : new business -- Do you have the ring? : tools for customer engagement -- Love your customers publicly : blogs and podcasts -- Wikis are a weird name for collaboration, n'est çe pas? -- Social networks, user communities : who loves ya, baby? -- Movin' and groovin' : the use of mobile devices -- The collaborative value chain -- Sales and marketing : the customer is the right subject -- Customer service is our name--and our game -- The difference : CRM, the public sector, and politics -- SOA for poets -- At home or in the clouds--and in open spaces between -- Big picture, big strategies -- Mapping the customer experience -- Process and data go together like-- CRM operations -- Value given, value received : analyzing the return on CRM -- When you buy the application, you buy the vendor, though you don't implement him -- Waving to the future.

A guide to using Web 2.0 technologies and social media tools in customer relations management that discusses blogs, podcasts, wikis, social networks, sales, marketing, and other related topics.

Adult Follett Library Resources.

HDR974

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