SKOLKOVO Library

SKOLKOVO School of Management

Normal view MARC view ISBD view

CRM at the speed of light : social CRM strategies, tools, and techniques for engaging your customers / Paul Greenberg.

By: Greenberg, Paul.
Publisher: New York : McGraw-Hill, c2010Edition: 4th ed.Description: xxvi, 662 p. : ill. ; 24 cm.ISBN: 9780071590457; 0071590455.Subject(s): Customer relations -- Management | Electronic commerceDDC classification: 658.8/12
Contents:
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.
Tags from this library: No tags from this library for this title.
Item type Current location Call number Copy number Status Date due Barcode Item holds
Book SKOLKOVO Library
Shelves 		HF5415.5 .G743 (Browse shelf) 1 Available 2000002012
Total holds: 0
Browsing SKOLKOVO Library Shelves , Shelving location: Shelves Close shelf browser
HF5415.5 .C6635 Customer care excellence : HF5415.5 .F728 2012 Uncommon service : HF5415.5 .G348 Great customer connections : HF5415.5 .G743 CRM at the speed of light : HF5415.5 .G756 Service leadership : HF5415.5 .J33 Flip the funnel : HF5415.5 .M3853 Managing customers through economic cycles /

Includes index.

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.

There are no comments for this item.

Log in to your account to post a comment.