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The fourth edition of this bestseller brings the work up-to-date with now-critical examinations of how Web 2.0 technologies and social media tools are being woven into CRM strategies. The book identifies the new business models now being used by the most successful companies and provides valuable guidance on how other companies can and should adopt these innovations. CRM expert Paul Greenberg examines the companies that are providing the best tools, provides his recommendations, and interviews industry leaders. The book's companion website (MyCRMCareer.com) will foster a user community.
The fourth edition of this bestseller brings the work up-to-date with now-critical examinations of how Web 2.0 technologies and social media tools are being wov
Updated to reflect the major changes in Customer Relationship Management (CRM) in the last few years, this third edition of CRM at the Speed of Light: Capturing
Social CRM is critical to business success in today's hyper-connected environment. Customers' expectations are so great and their demands so empowered that a So
With the aim of developing a successful CRM program this book begins with defining CRM and describing the elements of total customer experience, focusing on the
