CRM at the Speed of Light: capturing and keeping customers in internet real time

by Paul Greenberg

Book Overview

Publisher's Note: Products purchased from Third Party sellers are not guaranteed by the publisher for quality, authenticity, or access to any online entitlements included with the product. Best... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 0072127821
• ISBN13: 9780072127829
• Release Date: January 2001
• Publisher: McGraw-Hill/Osborne Media
• Length: 360 Pages
• Weight: 1.64 lbs.
• Dimensions: 1.2" x 6.3" x 9.3"

Customer Reviews

Great tehnology review

This is the bible for defining what CRM is, and is not, as well as categorizing all the technology offerings and giving good advice as to how to choose the right technology. I also read "CRM For The Common Man" by Russ Lombardo and thought it was a great precursor to CRM at the Speed of Light. CRM For The Common Man describes how to plan your CRM strategy up front, while Greenberg's book takes you to the next steps involving the technology. A great pair.

The new era of dot coms

Paul was able to take decades of theory on Consumer Relationship Management and tie it together with emerging technologies in a way that is easy to understand, and above all: accurate.A must read for any business interested in staying in business by meeting the demands of their consumers through the deployment of CRM solutions.Using the Internet to attract, manage, and retain customers will be a requirement for businesses to grow in the new economy. Of special interest to me was the section on emerging Native Application Service Providers (NASP's) and how they are able to deploy solid eCRM solutions in weeks as opposed to the months/years (if ever) for the delivery of traditional CRM solutions.

When was the last time...you?

When was the last time you read a business book written by an industry insider, and was so captivated by the book's content that you couldn't put the book down?? Well, author Paul Greenberg treats the reader to such a rare experience.Whether you're the CEO of a company concerned about customer loyalty/profitability, a project leader charged with selecting and imlementing a CRM initiative, or a consultant within the CRM industry, this book is for you.The biggest challenge the Business/CRM world faces today is understanding the delineation between CRM as a business strategy, and CRM as an enabling technology. No easy task! But Paul Greenberg clarifies this with incredible ease.The author also, with zero techno-geek language, provides significant insights into areas of CRM such as: What IS CRM/What is it NOT?,Why your company needs CRM!!, ECRM versus CRM(a topic in the business world that seems to be strewn with much confusion), Who the real CRM players are....and why they are REAL, and What roles the internet and wireless applications are playing today, and in the future, and much, much more.So if you're looking to become "CRM literate", or want to add to your CRM knowledge base, and want to actually have fun doing it-Paul's book is interspersed with humorous tidbits- GO BUY THIS BOOK!!

Bringing it all together

As a relatively new consultant in the CRM world its hard to know exactly how CRM fits in its broadest scope. Trying to decipher CRM piece by piece can cause migrains the size of Mount Olympus. Mr. Greenberg's book brings all of the components together and presents them in an easy to understand often times humorous way. If you want to know how the seperate disciplines of CRM interact with one another as well as the existing systems of a company and why this is of benefit to a company, then this book is a must read. Or, if you just want to know what the heck CRM is, who the major players are and where the future of the industry is going, it is an irreplacable tool. I recomend this book to anyone who remotely deals with the CRM industry.

Extensive review of current CRM and eCRM software

This book covers in depth the current CRM and eCRM software on the market. The author covers the theory behind CRM at the start then moves through the precurors of CRM such as Sales Force Automation software. Other topics covered are: sales management, marketing automation, personalization, partner relationship , call centers and integration with ERP applications. The focus of the book are current CRM packages which are Internet(e-business) enabled. The best part of the book are the detailed reviews of current CRM packages based on the authors experience. The author also reviews the company behind each CRM package and exposes its strategy for the future. This is a cutting-edge book detailing all the current CRM packages and anybody interested in CRM, e-CRM or e-business will benefit from reading this book. Relative to other books in the area this is first-class because of the reviews of all the software. Also, the appendix comes with list of current CRM web-sites and web- virtual communities.