- Hardcover: 688 pages
- Publisher: McGraw-Hill Osborne; 3 edition (1 Aug 2004)
- Language English
- ISBN-10: 0072231734
- ISBN-13: 978-0072231731
- Product Dimensions: 23.6 x 15.4 x 4.4 cm
- Average Customer Review: 3.7 out of 5 stars See all reviews (3 customer reviews)
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Amazon Bestsellers Rank:
899,417 in Books (See Top 100 in Books)
- #46 in Books > Business, Finance & Law > Sales & Marketing > Database Marketing
- See Complete Table of Contents
CRM at the Speed of Light, Third Edition
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Product Description
Product Description
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 and Keeping Customers in Real Time is a must-read for executives looking to leverage the latest technologies on the market to reach and retain customers. Learn CRM concepts, discover what tools are available and which ones are suitable for your business, and get practical, expert advice on avoiding common pitfalls.
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.
--This text refers to an out of print or unavailable edition of this title.
Inside This Book
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First Sentence
My wife and I went to the IHOP in Manassas, Virginia where we live, one Sunday for no particular reason. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
My wife and I went to the IHOP in Manassas, Virginia where we live, one Sunday for no particular reason. Read the first page
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Customer Reviews
Most Helpful Customer Reviews
9 of 9 people found the following review helpful
Format:Hardcover|Amazon 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.
rgds
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.
1 of 4 people found the following review helpful
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
The coverage is comprehensive in that it discusses all related arears of CRM
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