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CRM at the Speed of Light, 2/e (Hardcover)

by Paul Greenberg (Author) "My wife and I went to the IHOP in Manassas, Virginia where we live, one Sunday for no particular reason ..." (more)

3.7 out of 5 stars See all reviews (3 customer reviews)

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Product details

Hardcover: 480 pages
Publisher: McGraw-Hill Osborne; 2 edition (1 Jun 2002)
Language English
ISBN-10: 0072224169
ISBN-13: 978-0072224160
Product Dimensions: 23.1 x 15.2 x 4.3 cm

Average Customer Review: 3.7 out of 5 stars See all reviews (3 customer reviews)

Amazon.co.uk Sales Rank: 1,805,941 in Books (See Bestsellers in Books)

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Product Description

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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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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Customer Reviews

3 Reviews

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3.7 out of 5 stars (3 customer reviews)

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9 of 9 people found the following review helpful:

4.0 out of 5 stars Keeps you focused on practical solutions, 22 Jun 2001

By	Hud (London) - See all my reviews

This review is from: CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time (Consumer) (Hardcover)

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

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1 of 4 people found the following review helpful:

4.0 out of 5 stars An excellent text for all, 29 Sep 2001

By A Customer

This review is from: CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time (Consumer) (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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3.0 out of 5 stars Handles about the C.R.M.-solutions on the market, 25 April 2001

By A Customer

This review is from: CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time (Consumer) (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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