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CRM at the speed of light : social CRM strategies, tools, and techniques for engaging your customers / Paul Greenberg
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Edité par McGraw-Hill. New York - 2010 - 4th ed.
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.
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