CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time

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9780072224160: CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time

Get winning strategies for acquiring and retaining customers by leveraging the latest advanced technologies. This insightful and authoritative book shows you how to select the right tools for your business - so it can grow today - and on into the future.

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"Throughout my travels and conversations with customers and partners around the world, I have been thoroughly impressed with how many of them have read and been influenced by Paul's first book CRM at the Speed of Light. Wait until they get their hands on this well-crafted follow up. Paul's 2nd book on the hot topic of CRM should become the standard for straight talk on what can be a complex subject. This guy really gets it and his readers will too!"--Bruce Culbert, Senior Vice President, and CRM Global Practice Leader, KPMG Consulting

"What Paul Greenberg does here in CRM at the Speed of Light is to help companies know where to turn for help as they decide what to do. He doesn't pull any punches (he even made us wince a few times), but his goal is not to flatter. It's to provide a handbook of what to do to build the necessary capabilities, and how to choose the partners that will lead to successful customer-based ROI."--Don Peppers & Martha Rogers, Peppers & Rogers Group

"CRM is becoming an enterprise strategy--an integrated and integral part of every successful company. CRM at the Speed of Light shows you how. Paul Greenberg gives great insight to the changing landscape and success factors that executives need to know."--Craig Conway, President and CEO, PeopleSoft Inc.

"Every business has a mandate to get, keep, and grow profitable customers. CRM technology has expanded quite a bit over the last year, and it is constantly evolving in search of better, smarter approaches to create ongoing dialogs with customers. In his eagerly awaited 2nd edition, Paul sheds light on this new era of CRM with his trademarked wit and candid honesty. Fortified with Paul's insightful commentary readers, will come away with a comprehensive view of the CRM market."--Roger Siboni, President and CEO of E.piphany

CRM--Customer Relationship Management--has entered the mainstream. Despite the uncertainty of the economy, CRM is being thrust into corporate budgets and talked about as a critical initiative by hundreds of Fortune 1,000 and tens of thousands of other companies. It has gone from being an important "edge" in the business world to a necessary tool for survival. The notion of the customer as king or queen is once again the rule. How you treat this is a mission-critical business issue.

But, what is CRM and how does it change the way companies do business? The changes in the world have been so dynamic and so dramatic that the path isn't necessarily all that obvious. How CRM impacts that business path is a continuing source of debate in the world of corporate management. The second edition of the best-selling CRM at the Speed of Light answers that question.

This vastly expanded edition has been updated to reflect the maturation of the CRM market. This insightful book reveals winning strategies and cultural changes necessary for leveraging the latest technologies to acquire and retain customers, despite the fierce competition. The biggest challenge in working with CRM is not that it is a strategy that relies on a technology, but that the landscape is complex and mined with pitfalls. International thought leader and CRM expert Paul Greenberg explains the terrain and shows you how to use it to your business advantage. CRM technologies and how to implement them are explored in detail for both new and experienced users. He examines the growing trends in market automation­­verticalization and personalization­­and describes the major players in each sector of the CRM world along with their current technology offerings. In addition, recommended strategies based on broad corporate profiles are detailed. Discover why CIO Magazine and the Asian business market considers CRM at the Speed of Light to be one of the twelve most important books on business a CEO will ever read.

About the Author:

Paul Greenberg (Manassas, VA) is executive vice president of Live Wire, an eCommerce consulting firm and has many years' experience in ERP and CRM. He has built SAP and PeopleSoft practices and, in his current position, has established close partnerships with front-office leaders such as Siebel and SalesLogix. He is also the lead author on the book, Special Edition Using PeopleSoft (0789712814) published by Que.

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