| 000 -LEADER |
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| fixed length control field |
03743cam a2200385 a 4500 |
| 001 - CONTROL NUMBER |
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| control field |
u8156 |
| 003 - CONTROL NUMBER IDENTIFIER |
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| control field |
SA-PMU |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20210418123251.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
050418s2004 nyua 001 0 eng d |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
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| LC control number |
2005295325 |
| 040 ## - CATALOGING SOURCE |
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| Original cataloging agency |
BKL |
| Language of cataloging |
eng |
| Transcribing agency |
BKL |
| Modifying agency |
DLC |
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IXA |
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BAKER |
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NLGGC |
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XVF |
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BTCTA |
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YDXCP |
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EXW |
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OCLCQ |
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MNE |
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OCLCF |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
0072231734 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9780072231731 |
| 035 ## - SYSTEM CONTROL NUMBER |
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| System control number |
(OCoLC)56115681 |
| 042 ## - AUTHENTICATION CODE |
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| Authentication code |
lccopycat |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER |
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| Classification number |
HF5415.5 |
| Item number |
.G743 2004 |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Classification number |
658.812 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Greenberg, Paul. |
| 245 10 - TITLE STATEMENT |
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| Title |
CRM at the speed of light : |
| Remainder of title |
essential customer strategies for the 21st century / |
| Statement of responsibility, etc. |
Paul Greenberg. |
| 246 3# - VARYING FORM OF TITLE |
|---|
| Title proper/short title |
Customer relationship management at the speed of light |
| 250 ## - EDITION STATEMENT |
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| Edition statement |
3rd ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
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| Place of publication, distribution, etc. |
New York : |
| Name of publisher, distributor, etc. |
McGraw-Hill/Osborne, |
| Date of publication, distribution, etc. |
c2004. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xviii, 670 p. : |
| Other physical details |
ill. ; |
| Dimensions |
25 cm. |
| 500 ## - GENERAL NOTE |
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| General note |
Includes index. |
| 505 00 - FORMATTED CONTENTS NOTE |
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| Title |
Is CRM Ashley Judd? -- |
| -- |
Defining CRM: Salute to the General -- |
| -- |
CRM Definition: The View from Above Still Needs Binoculars -- |
| -- |
In the Beginning: CRM's Place in the Business Universe -- |
| -- |
Transformation of the Business Ecosystem -- |
| -- |
"Every Day Is Mardi Gras and Every Fan's a King." -- |
| -- |
Learning from the Best: CRM from Its Leaders -- |
| -- |
Okay, Folks, What Did We Learn? -- |
| -- |
Whole-Brained CRM: The Real Metaphor -- |
| -- |
The META Group Definition circa 2000 -- |
| -- |
Whole-Brained CRM -- |
| -- |
CRM: The Total Package -- |
| -- |
Data-Driven CRM vs. Process-Driven CRM -- |
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The Modules -- |
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Sales Force Automation: Power to the (Sales) People -- |
| -- |
Contact Management vs. SFA -- |
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Contact Management: The Good, the Bad--and the Not-at-All Ugly -- |
| -- |
SFA: Sales Bourgeois vs. Sales Proletarians -- |
| -- |
Focus: Proposal Management Meets Sales Process -- |
| -- |
Vendors to Watch -- |
| -- |
Rage Against the Machine? -- |
| -- |
Enterprise Marketing Management: Finally Getting the Message? -- |
| -- |
Enterprise Marketing Management (EMM) -- |
| -- |
CCRM = PRM: Not Just a Name Change -- |
| -- |
How to Succeed in Business by Really Trying Hard -- |
| -- |
ROI Means King in French and Bottom Line in English -- |
| -- |
Call Center, CIC, Potato, Po-tah-to: Customer Service Can Be Good--Whatever You Call It -- |
| -- |
From Call Center to Customer Interaction Center -- |
| -- |
The Agent Can Be Your Friend -- |
| -- |
Qui Bono? Benefits and Stories -- |
| -- |
Field Service: Not Just Your Maytag Repairman Anymore -- |
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Field Service: Welcome to the 21st Century -- |
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Form Follows Function -- |
| -- |
Strategic Considerations -- |
| -- |
Strategic Value -- |
| -- |
What Could They Possibly Be Thinking? -- |
| -- |
Waiting for You. |
| 520 1# - SUMMARY, ETC. |
|---|
| Summary, etc. |
"International thought leader and CRM guru Paul Greenberg explains how every business - no matter what the industry - can create a true customer-focused environment. He describes how CRM strategy has evolved in recent years - from being data-driven to being process-driven. Instead of just creating a 360-degree view of customer data, businesses should strive to answer questions like: What kind of business workflow do we need to make sure that customer problems are resolved? With what regulations do we have to comply? What do we do to sell a new product to a customer and how do we handle the order? It is a complex interlinked supply, support, and demand chain that involves not just the products and services offered by the company, but also the suppliers, vendors, partners, and employees."--BOOK JACKET. |
| 596 ## - |
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| -- |
1 2 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer relations |
| General subdivision |
Management. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Electronic commerce. |
| 856 41 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Table of contents only |
| Uniform Resource Identifier |
<a href="http://catdir.loc.gov/catdir/toc/fy054/2005295325.html">http://catdir.loc.gov/catdir/toc/fy054/2005295325.html</a> |
| 856 42 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Contributor biographical information |
| Uniform Resource Identifier |
<a href="http://catdir.loc.gov/catdir/enhancements/fy0627/2005295325-b.html">http://catdir.loc.gov/catdir/enhancements/fy0627/2005295325-b.html</a> |
| 856 42 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Publisher description |
| Uniform Resource Identifier |
<a href="http://catdir.loc.gov/catdir/enhancements/fy0627/2005295325-d.html">http://catdir.loc.gov/catdir/enhancements/fy0627/2005295325-d.html</a> |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
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| Koha item type |
Books |
| 994 ## - |
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| -- |
Z0 |
| -- |
SUPMU |