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CRM at the Speed of Light, Third Edition: Essential Customer Strategies for the 21st Century

Essential Customer Strategies for the 21st Century

CRM at the Speed of Light, Third Edition: Essential Customer Strategies for the 21st Century by Paul Greenberg
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Part I: The Overview

Chapter 1: Is CRM Ashley Judd?

Chapter 2: Whole-Brained CRM: The Real Metaphor

Chapter 3: Data-Driven CRM vs. Process-Driven CRM

Part II: The Modules

Chapter 4: Sales Force Automation: Power to the (Sales) People

Chapter 5: Enterprise Marketing Management: Finally Getting the Message?

Chapter 6: CCRM = PRM: Not Just a Name Change

Chapter 7: Call Center, CIC, Potato, Po-tah-to: Customer Service Can Be Good—Whatever You Call It .

Chapter 8: Field Service: Not Just Your Maytag Repairman Anymore

Chapter 9: Analytics: I Never Saw a Purple Cow, but if I Did, It Would Be a Demographic .

Part III: The Markets

Chapter 10: Going Deep: Verticalizing CRM .

Chapter 11: “Of the People, by the People, for the People”: CRM in the Public Sector

Chapter 12: CRM and the SMB: Small Is Beautiful

Part IV: The Modules

Chapter 13: Web Architecture for Enterprise Applications: Why Learn THAT?

Chapter 14: Data Mining, Datawarehouse, Data (Just Not Star Trek’s)

Chapter 15: Supply Chain + Demand Chain = A Big Enterprise Value Chain, Gang

Chapter 16: The ASP Model: Sexy, but Utilitarian

Part V: The Kernel

Chapter 17: CRM Strategy: First in Plan, First in Implementation, First in the Heart of the Customer

Chapter 18: Business Processes Are Gender Neutral, Aren’t They?

Chapter 19: Culture Change, not Diaper Change: Managing a Dramatic Transformation

Chapter 20: Dancing to the Music: Implementing CRM

Chapter 21: Communications and Learning Management Does Not Equal Knowledge Dump

Chapter 22: ROI and Metrics: Numbers Never Felt So Good

Part VI: The Ranks

Chapter 23: Playing with the Big Boys: The Sandbox Survivors

Chapter 24: The Best of the Rest

Chapter 25: The ASP Is More than Cleopatra’s Death Warrant

Part VII: Back to the Future

Chapter 26: Peering at the Future Through Glasses: Bye-Bye CRM, Sort Of

Appendix: Customer Lifetime Value Primer

Afterword

McGraw-Hill Education; August 2004
690 pages; ISBN 9780072264401
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Title: CRM at the Speed of Light, Third Edition: Essential Customer Strategies for the 21st Century
Author: Paul Greenberg
 
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