CRM at the Speed of Light, Fourth Edition: Social CRM 2.0 Strategies, Tools, and Techniques for Engaging Your Customers (Unknown Series) Reviews

CRM at the Speed of Light, Fourth Edition: Social CRM 2.0 Strategies, Tools, and Techniques for Engaging Your Customers (Unknown Series)

  • ISBN13: 9780071590457
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A social revolution in how we communicate has taken place in recent years. Smartphones, social web tools, and the instant availability of information in an aggregated and organized way provide real-time intelligence to customers, not just the enterprise. Social CRM is critical to business success in today’s hyper-connected environment. Customers’ expectations are so great and their demands so empowered that a Social CRM strategy must be built around collaboration and customers engagement,

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2 Comments

  1. 3 of 3 people found the following review helpful:
    5.0 out of 5 stars
    If you call yourself a CRM consultant, you’ve gotta read this, December 28, 2009
    By 
    Michael Boysen (Atlanta, GA) –
    (REAL NAME)
      

    Amazon Verified Purchase(What’s this?)
    This review is from: CRM at the Speed of Light, Fourth Edition: Social CRM 2.0 Strategies, Tools, and Techniques for Engaging Your Customers (Unknown Series) (Hardcover)

    As a “CRM” consultant, it’s been hard enough trying to bridge the gap between “CRM software” and what CRM really is. Paul explained the differences (operationally) in his first three editions (I read 1 and 3). While CRM successes have been on the rise, I’ve seen little change in the markets I work in. Do they fail? No. Do they exceed beyond everyone’s wildest expectations? Absolutely not.

    We have this problem, as people, that we want things the way we want them. Many businesses want software that solves their problems. Many customers now want businesses to change the way they are engaged. Can you see the problem? No? Then as a business owner, you really owe it to yourself to read this book because it will open your eyes. You’ll start looking at your teenager’s behaviors and realize that you’re not selling to Barney Fife anymore.

    And as for you CRM consultants (full disclosure, I’m one of them) you will see how much value you leave on the table each and every day you build a practice around “fields and screens”. Yes, software is the answer — to how to support processes that engage customers in totally new ways. CRM at the Speed of Light 4th Edition will paint a clear picture of the changes we face as business leaders and as consultants who hope to make our businesses, or our clients, more competitive in the loyalty game.

    I didn’t think I would see ways to bring Social CRM into the middle market arena. But now I see how the social customer is going to demand it. Maybe not tomorrow…but certainly by next week.

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  2. 3 of 3 people found the following review helpful:
    5.0 out of 5 stars
    The first (and maybe only) book you need to learn about CRM, December 20, 2009
    By 
    Marshall Lager (Brooklyn, NY United States) –
    (REAL NAME)
      

    This review is from: CRM at the Speed of Light, Fourth Edition: Social CRM 2.0 Strategies, Tools, and Techniques for Engaging Your Customers (Unknown Series) (Hardcover)

    Once upon a time, a smart fellow named Paul Greenberg wrote an awesome book about customer relationship management (CRM) in the modern era. It explained everything businesspeople need to know about how their customers are the ones with power in the relationship. It opened the door to new strategies for earning trust, eliciting feedback, and mollifying displeased customers. Everybody lived happily ever after.

    Then the smart fellow named Paul Greenberg wrote a new edition of that awesome book, and it was even better.

    CRM at the Speed of Light, Fourth Edition is far more than a reprint with a different cover; it delves into all the changes and additions to CRM practices driven by the rapid growth of social media. Blogging was still in its infancy when Third Edition was published. Today, blogs are a vital part of any enlightened business, along with Twitter, YouTube, and social networking sites. New examples of the highs and lows of customer experience have made their way into the public consciousness. Customers are more in control of companies’ brand identities than ever before, and businesses are waking up to the fact that most of the conversations about them happen without their knowledge. This book takes all of this and more into account, and does it in a witty and engaging style.

    I can’t recommend this book highly enough, and not just because I’m quoted in it. Paul’s work continues to be the standard of excellence for CRM analysis and thought leadership, and the changes in the world that happened after the previous edition need to be considered. Reading CRM at the Speed of Light is the smartest move you can make if you’re looking for inspiration for your business.

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