000			03743cam a2200385 a 4500
001			u8156
003			SA-PMU
005			20210418123251.0
008			050418s2004 nyua 001 0 eng d
010			_a 2005295325
040			_aBKL _beng _cBKL _dDLC _dIXA _dBAKER _dNLGGC _dXVF _dBTCTA _dYDXCP _dEXW _dOCLCQ _dMNE _dOCLCF
020			_a0072231734
020			_a9780072231731
035			_a(OCoLC)56115681
042			_alccopycat
050	0	0	_aHF5415.5 _b.G743 2004
082	0	4	_a658.812
100	1		_aGreenberg, Paul.
245	1	0	_aCRM at the speed of light : _bessential customer strategies for the 21st century / _cPaul Greenberg.
246	3		_aCustomer relationship management at the speed of light
250			_a3rd ed.
260			_aNew York : _bMcGraw-Hill/Osborne, _cc2004.
300			_axviii, 670 p. : _bill. ; _c25 cm.
500			_aIncludes index.
505	0	0	_tIs CRM Ashley Judd? -- _tDefining CRM: Salute to the General -- _tCRM Definition: The View from Above Still Needs Binoculars -- _tIn the Beginning: CRM's Place in the Business Universe -- _tTransformation of the Business Ecosystem -- _t"Every Day Is Mardi Gras and Every Fan's a King." -- _tLearning from the Best: CRM from Its Leaders -- _tOkay, Folks, What Did We Learn? -- _tWhole-Brained CRM: The Real Metaphor -- _tThe META Group Definition circa 2000 -- _tWhole-Brained CRM -- _tCRM: The Total Package -- _tData-Driven CRM vs. Process-Driven CRM -- _tThe Modules -- _tSales Force Automation: Power to the (Sales) People -- _tContact Management vs. SFA -- _tContact Management: The Good, the Bad--and the Not-at-All Ugly -- _tSFA: Sales Bourgeois vs. Sales Proletarians -- _tFocus: Proposal Management Meets Sales Process -- _tVendors to Watch -- _tRage Against the Machine? -- _tEnterprise Marketing Management: Finally Getting the Message? -- _tEnterprise Marketing Management (EMM) -- _tCCRM = PRM: Not Just a Name Change -- _tHow to Succeed in Business by Really Trying Hard -- _tROI Means King in French and Bottom Line in English -- _tCall Center, CIC, Potato, Po-tah-to: Customer Service Can Be Good--Whatever You Call It -- _tFrom Call Center to Customer Interaction Center -- _tThe Agent Can Be Your Friend -- _tQui Bono? Benefits and Stories -- _tField Service: Not Just Your Maytag Repairman Anymore -- _tField Service: Welcome to the 21st Century -- _tForm Follows Function -- _tStrategic Considerations -- _tStrategic Value -- _tWhat Could They Possibly Be Thinking? -- _tWaiting for You.
520	1		_a"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.
650		0	_aCustomer relations _xManagement.
650		0	_aElectronic commerce.
856	4	1	_3Table of contents only _uhttp://catdir.loc.gov/catdir/toc/fy054/2005295325.html
856	4	2	_3Contributor biographical information _uhttp://catdir.loc.gov/catdir/enhancements/fy0627/2005295325-b.html
856	4	2	_3Publisher description _uhttp://catdir.loc.gov/catdir/enhancements/fy0627/2005295325-d.html
942			_cBOOK
994			_aZ0 _bSUPMU
596			_a1 2
999			_c2323 _d2323