CRM at the Speed of Light How the Web Redefines Customer Relationship Management

Name: CRM at the Speed of Light How the Web Redefines Customer Relationship Management
Price: 100.89 USD
Availability: InStock
ISBN: 9780072127829

ISBN-10: 0072127821

ISBN-13: 9780072127829

Edition: 2001

Authors: Paul Greenberg

List price: $29.99

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Andersen Consulting estimates that customer-centred activities will be the primary concern of more than 60% of all businesses in the near future. Paul Greenberg addresses all aspects of customer relationship management in this practical guide.

Book details

List price: $29.99
Copyright year: 2001
Publisher: McGraw-Hill Osborne
Binding: Hardcover
Pages: 360
Size: 6.30" wide x 8.90" long x 1.26" tall
Weight: 1.496
Language: English

Paul Greenberg is an author and essayist. In 2002 he wrote a novel Leaving Katya - which is about the destruction of a Russian American marriage and became a Barnes and Noble Great New Writers selection. Starting in 2005 he has been writing for The N.Y. Times Magazine Book Reviews and Opinion sections. His specialty is writing on fish, agriculture, and the future of our oceans. His article on Chilean Sea Bass received the International Association of Culinary Professionals Bert Greene Award for excellence in food writing. He has also been a guest commentator on public radio programs such as All things Considered and the Leonard Lopate Show. He wrote Four Fish: The Future of the Last Wild… Food.

Foreword	p. xi
Acknowledgments	p. xiii
Contributing Authors	p. xvii
Introduction	p. xix
What Is CRM, Really?	p. 1
What Is a Customer?	p. 3
How Do We Define CRM? Let Me Count the Ways	p. 4
What Is CRM Technology?	p. 39
Customer Lifecycle	p. 42
Customer Interaction	p. 43
Putting the "e" in eCRM	p. 45
CRM and eCRM: What's Different?	p. 46
The Web Experience	p. 47
The Features of eCRM	p. 50
Is eCRM Really Separate?	p. 59
Sales Management versus CRM	p. 61
CRM Is Not Sales Management	p. 62
Sales Force Automation: Good Products Aren't Enough	p. 65
Acquiring Customers Means Keeping Them	p. 66
Sales Force Automation: The Purpose	p. 67
The Biggest Barrier to Successful SFA	p. 69
Sales Force Automation: Functionality	p. 71
Sales Force Automation: The Technology	p. 76
Who's On First?	p. 81
SFA.com	p. 92
The Verticalization of SFA?	p. 96
The SFA Return on Investment (ROI)	p. 99
SFA on the Move: The New Economy's Mobile Sales Force	p. 100
Marketing Automation Isn't Automatic	p. 103
The Core Belief: Embedded Permission Marketing	p. 105
Enterprise Marketing Automation (EMA): The Market	p. 106
Components of Enterprise Marketing Automation	p. 107
EMA Components	p. 115
Process Flow: EMA Campaign Implementation	p. 121
The Players and the Products	p. 126
Going Global Gets Personal: Personalization and CRM	p. 131
E-tail, Retail: What's the Difference?	p. 132
Personalization Is	p. 133
Personalization: The Technology Rules!	p. 135
Personalization in the Small: We're Going Wireless	p. 142
Other Companies Do These Things, Too	p. 145
How Personal Is Business?	p. 146
Partner Relationship Management	p. 147
Managing Your Partners	p. 150
PRM Is Not Just Sales Force Automation and a Partner	p. 151
PRM Means Partner Network	p. 151
Assessing PRM	p. 152
The Technology: Who's Who and What's What in PRM	p. 157
eCRM with Limited PRM Functionality	p. 161
The CRM Rainbow: Beyond the Traditional CRM	p. 163
Verticalization: Business to Business	p. 164
eCRM as a Platform: xRM	p. 172
eCRM Lite	p. 173
Mail Management Solutions	p. 174
Hypercoordination	p. 175
Other Interesting Products	p. 176
Call Centers Mean Customer Interaction	p. 177
The Functionality	p. 179
The Technology	p. 180
The Measurements	p. 189
Who Handles the Calls?	p. 190
The Sandbox Playmates	p. 197
Simply the Best	p. 199
Check Out the Lists	p. 231
ERP Says Hello to CRM	p. 235
Enterprise Resource Planning	p. 236
Why Does Your Company Need CRM?	p. 247
Customer Lifecycle Management (CLM)	p. 248
Convincing the Stakeholders	p. 251
There Really Is Value to You and Yours: CRM/eCRM Service Offerings	p. 267
The Choices	p. 270
Implementing CRM: Easy as 1, 2, 3, 4, 5, 6, and so on	p. 281
The Caveats of Implementation	p. 282
The Implementation	p. 282
The Host with the Most: Application Service Providers and CRM	p. 303
ASP in a Nutshell	p. 304
Break Out Your Bell-bottoms, the '70s Are Back!	p. 304
Types of ASPs	p. 308
Watch Out for the NASPs!	p. 311
ASPs a Passing Fad or Here to Stay?	p. 312
The Future's Not Hard to See	p. 315
Wireless Is More	p. 316
The Voice of eCRM	p. 320
XML + eCRM = CPExchange	p. 324
Globalization Is Really Personal	p. 327
ROI: Changes That Meet the Future	p. 331
Online Can Be Cost-Free--If You Want It That Way	p. 333
Places to Go: Websites That Make It Worth It	p. 335
eCRM Communities	p. 336
Other Websites	p. 342
Customer Lifetime Value	p. 343
Customer Value Model, a Primer	p. 345
Balancing Responsiveness and Profits: Customer Value Model Case Study	p. 347
Index	p. 351
Table of Contents provided by Syndetics. All Rights Reserved.