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CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time (Consumer) Hardcover – 1 Feb 2001

3.7 out of 5 stars 3 customer reviews

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Product details

  • Hardcover: 274 pages
  • Publisher: Osborne/McGraw-Hill (1 Feb. 2001)
  • Language: English
  • ISBN-10: 0072127821
  • ISBN-13: 978-0072127829
  • Product Dimensions: 3.2 x 15.2 x 22.9 cm
  • Average Customer Review: 3.7 out of 5 stars  See all reviews (3 customer reviews)
  • Amazon Bestsellers Rank: 685,371 in Books (See Top 100 in Books)
  • See Complete Table of Contents

Product Description

From the Publisher

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. --Ce texte fait référence à une édition épuisée ou non disponible de ce titre.

From the Back Cover

"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.

--Ce texte fait référence à une édition épuisée ou non disponible de ce titre.

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Customer Reviews

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Top Customer Reviews

Format: Hardcover Verified Purchase
I liked this book:
1. It tries to avoid the sledgehammer approach which I come across time and time again - which is that CRM = Massive Re-engineering project across your entire organisation.
2. It looks at the important areas of CRM, and I believe allows you to prioritise the important areas for your firm. Of course it would be nice to have the luxury of creating seamless customer touchpoints across all departments - but lets fix the email management problem first.
3. It acknowledges the role of SFA - many CRM writings don't even mention this important part of organisation. I've been astonished how in some organisations the Sales Director is not really a key player in the CRM project.
4. It gives a good precis of the software on the market today.
Cons: - horizontal focus: therefore naturally doesnt go into too much detail about specific uses of CRM in a vertical sector - focuses on vendors technology strategy (which is good) but not their route to market strategy and its impact on the product offering, eg, is Siebel eFinance really different to the normal product? - not enough on call centre solutions architecture for me
Written in an informal, chatty style which makes it very good to read.
Comment 9 of 9 people found this helpful. Was this review helpful to you? Yes No Sending feedback...
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Format: Hardcover
This book gives the reader an idea of what different solutions there on the market as well as a guideline in defining C.R.M. and browsing the internet for additional information about C.R.M.
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By A Customer on 29 Sept. 2001
Format: Hardcover
The book is a very good primer for all those having anything to do with CRM/e-CRM. The book gives a clear picture of CRM concepts which is easily grasped by even non- management people.
The coverage is comprehensive in that it discusses all related arears of CRM
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Most Helpful Customer Reviews on Amazon.com (beta)

Amazon.com: HASH(0x9a4df0d8) out of 5 stars 17 reviews
23 of 26 people found the following review helpful
HASH(0x9a77f6d8) out of 5 stars Extensive review of current CRM and eCRM software 14 Feb. 2001
By Amazon Kunde - Published on Amazon.com
Format: Hardcover
This book covers in depth the current CRM and eCRM software on the market. The author covers the theory behind CRM at the start then moves through the precurors of CRM such as Sales Force Automation software. Other topics covered are: sales management, marketing automation, personalization, partner relationship , call centers and integration with ERP applications. The focus of the book are current CRM packages which are Internet(e-business) enabled. The best part of the book are the detailed reviews of current CRM packages based on the authors experience. The author also reviews the company behind each CRM package and exposes its strategy for the future. This is a cutting-edge book detailing all the current CRM packages and anybody interested in CRM, e-CRM or e-business will benefit from reading this book. Relative to other books in the area this is first-class because of the reviews of all the software. Also, the appendix comes with list of current CRM web-sites and web- virtual communities.
13 of 15 people found the following review helpful
HASH(0x9b581194) out of 5 stars When was the last time...you? 26 April 2001
By Joe Donna - Published on Amazon.com
Format: Hardcover
When was the last time you read a business book written by an industry insider, and was so captivated by the book's content that you couldn't put the book down?? Well, author Paul Greenberg treats the reader to such a rare experience.
Whether you're the CEO of a company concerned about customer loyalty/profitability, a project leader charged with selecting and imlementing a CRM initiative, or a consultant within the CRM industry, this book is for you.
The biggest challenge the Business/CRM world faces today is understanding the delineation between CRM as a business strategy, and CRM as an enabling technology. No easy task! But Paul Greenberg clarifies this with incredible ease.
The author also, with zero techno-geek language, provides significant insights into areas of CRM such as: What IS CRM/What is it NOT?,Why your company needs CRM!!, ECRM versus CRM(a topic in the business world that seems to be strewn with much confusion), Who the real CRM players are....and why they are REAL, and What roles the internet and wireless applications are playing today, and in the future, and much, much more.
So if you're looking to become "CRM literate", or want to add to your CRM knowledge base, and want to actually have fun doing it-Paul's book is interspersed with humorous tidbits- GO BUY THIS BOOK!!
6 of 6 people found the following review helpful
HASH(0x9aa452d0) out of 5 stars Great tehnology review 13 Jun. 2003
By A Customer - Published on Amazon.com
Format: Hardcover
This is the bible for defining what CRM is, and is not, as well as categorizing all the technology offerings and giving good advice as to how to choose the right technology. I also read "CRM For The Common Man" by Russ Lombardo and thought it was a great precursor to CRM at the Speed of Light. CRM For The Common Man describes how to plan your CRM strategy up front, while Greenberg's book takes you to the next steps involving the technology. A great pair.
12 of 15 people found the following review helpful
HASH(0x9a8d0384) out of 5 stars Bringing it all together 7 Mar. 2001
By Richard Dwelle - Published on Amazon.com
Format: Hardcover
As a relatively new consultant in the CRM world its hard to know exactly how CRM fits in its broadest scope. Trying to decipher CRM piece by piece can cause migrains the size of Mount Olympus. Mr. Greenberg's book brings all of the components together and presents them in an easy to understand often times humorous way. If you want to know how the seperate disciplines of CRM interact with one another as well as the existing systems of a company and why this is of benefit to a company, then this book is a must read. Or, if you just want to know what the heck CRM is, who the major players are and where the future of the industry is going, it is an irreplacable tool. I recomend this book to anyone who remotely deals with the CRM industry.
3 of 3 people found the following review helpful
HASH(0x9a7657b0) out of 5 stars What a great education! 15 Mar. 2002
By Chris - Published on Amazon.com
Format: Hardcover
This book was truly one of the greatest educational books I've read. Whether it was intended for this or not, I don't know but what a great business overview of what CRM is as a whole. Paul's ability to simplify and his great sense of humour makes this book easy to read, easy to understand and was actually one of the most fun and informative books I've read in awhile. If your looking for a great understanding of CRM with a book that is hard to put down, this is the one. I can't wait for his second edition!
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