This comprehensive guide to Customer Relationship Management (CRM) draws on Barton Goldenberg s 20+ years of experience guiding firms to a successful implementation of CRM solutions and techniques. Goldenberg demonstrates how the right mix of people, process, and technology can help firms achieve a superior level of customer satisfaction, loyalty, and new business. Beginning with a primer for executives who need to get quickly up-to-speed on CRM, the book covers a full range of critical issues including integration challenges and security concerns, and illuminates CRM s key role in the 24/7/365 real-time business revolution. CRM in Real Time is an essential guide for any organization seeking to maximize customer relationships, coordinate customer-facing functions, and leverage the power of the Internet as business goes real time.
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Editorial Reviews
Review
Barton Goldenberg is an inspirational speaker, consultant and author. He has great clarity of thought which comes through his writing. His insights in CRM come from his outstanding talent plus experience with clients over the years and his own personal encounters as a customer. The disciplines, principles and guidelines you read about will tell you some things you might already know but forgot. However, this is an original book Barton leads you to issues and critical factors which will surprise you. His foresight will warn you of the pitfalls when implementing CRM and the Real Time Enterprise. He will show you the art of the possible and warn you that you should not try to "boil the ocean". This book goes beyond the immediate CRM it can be applied to wider enterprise application implementations. A must have reference book which is truly independent - it contains pages of highly valuable consultancy advise you won't find anywhere else. -- Mike Dymott, Xansa, May 15, 2008
CRM In Real Time gets to the heart of what a successful CRM implementation is all about--people, process, and technology--and makes the powerful case for doing CRM in real time. You can save hundreds of hours and thousands of dollars by reading this book before taking on a CRM initiative -- Bob McLaughlin, Senior VP (retired), McGraw-Hill
CRM in Real Time is a must for any company, nonprofit, or government agency that wants to ensure the success of its CRM initiative -- Terry Delongchamp, CIO/Director IT Systems, Sigma Financial Corporation
CRM in Real Time provides an insightful look into the CRM industry by someone that has "been there and done that". Mr. Goldenberg's vast knowledge and years of experience really shine through and there is much to be gained by everyone involved with a CRM project -- Amy Merkley, Project Director, Handysoft Global Corp.
The author's ability to tie together two decades of providing tried-and true CRM guidance with his analysis of CRM in a future digital world makes this book an invaluable read. -- Dr. Richard Feinberg, Director, Center for Customer Driven Quality, Purdue University
Vital real-time business advice for the customer-centric organization -- Stan Davis, co-author The Art of Business and Blur
CRM In Real Time gets to the heart of what a successful CRM implementation is all about--people, process, and technology--and makes the powerful case for doing CRM in real time. You can save hundreds of hours and thousands of dollars by reading this book before taking on a CRM initiative -- Bob McLaughlin, Senior VP (retired), McGraw-Hill
CRM in Real Time is a must for any company, nonprofit, or government agency that wants to ensure the success of its CRM initiative -- Terry Delongchamp, CIO/Director IT Systems, Sigma Financial Corporation
CRM in Real Time provides an insightful look into the CRM industry by someone that has "been there and done that". Mr. Goldenberg's vast knowledge and years of experience really shine through and there is much to be gained by everyone involved with a CRM project -- Amy Merkley, Project Director, Handysoft Global Corp.
The author's ability to tie together two decades of providing tried-and true CRM guidance with his analysis of CRM in a future digital world makes this book an invaluable read. -- Dr. Richard Feinberg, Director, Center for Customer Driven Quality, Purdue University
Vital real-time business advice for the customer-centric organization -- Stan Davis, co-author The Art of Business and Blur
About the Author
Barton J. Goldenberg is the founder and president of ISM, Inc., whose clients have included AAA, IBM, Johnson & Johnson, Nestle, Nike, PepsiCo, the U.S. Department of Defense and Postal Service, and Verizon. He is a columnist for CRM Magazine, a contributor to eWeek newsletter and Sales & Marketing Management magazine, and was recognized by CRM Magazine as one of the 10 most influential people in CRM and one of the 20 most influential CRM executives of the year. He is the author of CRM Automation and the benchmark report, Guide to CRM Automation. He lives in Bethesda, Maryland.
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Most Helpful Customer Reviews
5.0 out of 5 stars
Very informative - if you want to do a project right - seek Barton's assistance.,
By
This review is from: CRM In Real Time: Empowering Customer Relationships (Paperback)
You'll probably notice my name in the Editorial Review section. I've worked with Barton on our CRM project - and used his company to help develop our internal CRM strategy. Barton's unique People, Processes, Technology approach is a winner in my book. Whereas most company CRM initiatives either fail or come in way over budget...ours was on time, and under. I attribute this to learning the common pitfalls and in using Barton's services to help develop our strategy (both long and short term). I'd highly recommend giving it a read.
1 of 2 people found the following review helpful:
5.0 out of 5 stars
Insight and Vision: An inspiration,
This review is from: CRM In Real Time: Empowering Customer Relationships (Paperback)
Barton Goldenberg is an inspirational speaker, consultant and author. He has great clarity of thought which comes through his writing. His insights in CRM come from his outstanding talent plus experience with clients over the years and his own personal encounters as a customer. The disciplines, principles and guidelines you read about will tell you some things you might already know but forgot. However, this is an original book Barton leads you to issues and critical factors which will surprise you. His foresight will warn you of the pitfalls when implementing CRM and the Real Time Enterprise. He will show you the art of the possible and warn you that you should not try to "boil the ocean". This book goes beyond the immediate CRM it can be applied to wider enterprise application implementations. A must have reference book which is truly independent - it contains pages of highly valuable consultancy advise you won't find anywhere else.
0 of 2 people found the following review helpful:
4.0 out of 5 stars
Great Book!,
By A Customer "CRM Project Manager" (Tampa, FL) - See all my reviews
This review is from: CRM In Real Time: Empowering Customer Relationships (Paperback)
Goldenberg does it again by providing an insightful look into the CRM industry! His vast knowledge and years of experience really shine through. Not only a great read but also extremely helpful!
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