000			02417pam a2200361 a 4500
008			090917s2010 nyua 001 0 eng
010			_a 2009038435
020			_a9780071590457 (trade : alk. paper)
020			_a0071590455 (trade : alk. paper)
035			_a(OCoLC)ocn181603456
040			_aDLC _cDLC _dYDX _dCDX _dYDXCP _dBWX _dDLC _dICrlF
050	0	0	_aHF5415.5 _b.G743 2010
082	0	0	_a658.8/12 _222
100	1		_aGreenberg, Paul.
245	1	0	_aCRM at the speed of light : _bsocial CRM strategies, tools, and techniques for engaging your customers / _cPaul Greenberg ; [foreword by Marc Benioff].
246	3		_aCustomer relations management at the speed of light
250			_a4th ed.
260			_aNew York : _bMcGraw-Hill, _cc2010.
300			_axxvi, 662 p. : _bill ; _c24 cm.
500			_aIncludes index.
505	0		_aOMG! : 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.
520			_aA 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.
521	2		_aAdult _bFollett Library Resources.
650		0	_aCustomer relations _xManagement.
650		0	_aElectronic commerce.
650		7	_aCustomer relations _xManagement. _2sears.
650		7	_aElectronic commerce. _2sears.
526	0		_aHDR974
005			20170126093645.0
001			22431
003			UOWD
942			_cREGULAR
999			_c4888 _d4888