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CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time
 
 
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CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time [Hardcover]

Paul Greenberg (Author)
4.8 out of 5 stars  See all reviews (16 customer reviews)


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Book Description

Consumer January 17, 2001
Customer Relationship Management (CRM) is the single most pressing problem facing any business. This text aims to provide business decision-makers with straightforward advice and information on how to use the CRM software and the Internet to manage customer relationships. It covers the evolution of CRM from old-school sales management techniques to current practices, current CRM companies and clear explanations of what each has to offer.


Editorial Reviews

From the Back Cover

There is no room for lagging in the 21st Century New Economy.

Lagging means lost customers, which means damage to the bottom line. But how do you not lag when customers are moving lightning fast to demand constant changes in the speed to complete their transactions? How do you keep your customers when the move to another company is nothing more than a mouse click and a minute away?

CRM is the answer. Customer Relationship Management, a strategy that leverages very advanced technologies is the way to cut to the 21st Century business chase. To do that, though, you need to read CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time.

CRM at the Speed of Light reveals winning strategies for leveraging the latest technologies to acquire and retain customers, even when the competition is fierce. The problem with CRM is not that it is a strategy that relies on a technology, but that the landscape is complex and mined with pitfalls.

eCommerce expert Paul Greenberg explains the terrain and how to use it to your business advantage. CRM technologies and how to implement them are explained in detail so that you who are not technical will still understand what the options available to you are. In real time. He focuses in on the Web-based technologies available for implementing a CRM system, and explains how to select the right tools for your business-tools that will enable increased interactivity and self-service for your customers online. Throughout the book, proven, specialized CRM solutions used by key players in the industry are described. Join the CRM revolution today and watch your business grow tomorrow-and in the future. If you don't join, you may wonder why you're standing behind the curve, not in front of it.

About the Author

Paul Greenberg (Manassas, VA) is executive vice president of Live Wire, an eCommerce consulting firm and has many years' experience in ERP and CRM. He has built SAP and PeopleSoft practices and, in his current position, has established close partnerships with front-office leaders such as Siebel and SalesLogix. He is also the lead author on the book, Special Edition Using PeopleSoft (0789712814) published by Que. --This text refers to an out of print or unavailable edition of this title.

Product Details

  • Hardcover: 360 pages
  • Publisher: Mcgraw-Hill Osborne Media; 1st edition (January 17, 2001)
  • Language: English
  • ISBN-10: 0072133376
  • ISBN-13: 978-0072133370
  • ASIN: 0072127821
  • Product Dimensions: 8.9 x 6.2 x 1.4 inches
  • Shipping Weight: 1.6 pounds
  • Average Customer Review: 4.8 out of 5 stars  See all reviews (16 customer reviews)
  • Amazon Best Sellers Rank: #2,366,430 in Books (See Top 100 in Books)

More About the Author

In addition to being the author of the best-selling CRM at the Speed of Light: Essential Customer Strategies for the 21st Century Paul Greenberg is President of The 56 Group, LLC, a customer strategy consulting firm, focused on cutting edge CRM strategic services and a founding partner of the CRM training company, BPT Partners, LLC, a training and consulting venture composed of a number of CRM luminaries that has quickly become the certification authority for the CRM industry.

His book, CRM at the Speed of Light: Essential Customer Strategies for the 21st Century, now in its third edition, is in 8 languages and been called "the bible of the CRM industry". It is used by more than 70 universities as a primary text. It was named "the number 1 CRM book" by SearchCRM.com in 2002 and is one of two books recommended by CustomerThink. The Asian edition of CIO Magazine named it one of the 12 most important books an Asian CEO will ever read. Paul has also authored two other books including "E-Government for Public Officials" (Thompson Publishing, 2003).

Currently, he is working on the 4th Edition of CRM at the Speed of Light which is due for publication by McGraw-Hill in November 2009

Paul is also the co-chairman of Rutgers University's CRM Research Center and the Executive Vice President of the CRM Association. He is a Board of Advisors member of the Baylor University MBA Program for CRM majors, a unique national program.

Paul is considered a thought leader in CRM, having been published in numerous industry and business publications over the years and having traveled the world speaking on cutting edge CRM and topics geared to the contemporary social customer. He has been called "the dean of CRM" and "the godfather of CRM" and even the "Walt Whitman of CRM" by analysts and organizations throughout the industry. In fact, at the end of 2007, he was the #1 non-vendor influencer, by InsideCRM in their annual "25 Most Influential CRM People" announcement. He was also named one of the most influential CRM leaders in 2008 by CRM Magazine. He is known particularly for his work on the use of social media, such as blogs, podcasts and wikis and social networks in CRM as tools for customer collaboration with a company. He is seen often as the "voice of the customer" and is well known within the CRM industry for this work. His blog, PGreenblog was named the winner of the first annual CRM "Blog of the Year" in 2005 by SearchCRM and the 2007 "Whatis" Award for CRM Blogs, by their parent company, TechTarget. He also received the #1 CRM Blog Award from InsideCRM at the end of 2007 and in 2008. The blog is also the central focus of KnowledgeStorm's CRM Blog community. He now also writes the CRM blog for high profile technology media property, ZDNET.

He partners with another CRM industry influencer Brent Leary to do the popular industry based irreverent show, The CRM Playaz.

He is a member of the Destination CRM Board of Experts and the SearchCRM Expert Advisory Panel as well as a member of the Board of Advisors for GreaterChinaCRM for many years among many others.

Currently, Paul lives in Manassas, Virginia with his wife and five (yes five!) cats. You can follow him at Twitter or join up with him on LinkedIn or Facebook.

 

Customer Reviews

16 Reviews
5 star:
 (13)
4 star:
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3 star:
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2 star:    (0)
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Average Customer Review
4.8 out of 5 stars (16 customer reviews)
 
 
 
 
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23 of 26 people found the following review helpful:
5.0 out of 5 stars Extensive review of current CRM and eCRM software, February 14, 2001
This review is from: CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time (Hardcover)
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.
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13 of 15 people found the following review helpful:
5.0 out of 5 stars When was the last time...you?, April 26, 2001
By 
Joe Donna (Chicago, IL USA) - See all my reviews
This review is from: CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time (Hardcover)
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!!

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6 of 6 people found the following review helpful:
5.0 out of 5 stars Great tehnology review, June 13, 2003
By A Customer
This review is from: CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time (Hardcover)
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.
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My wife and I went to the IHOP in Manassas, Virginia where we live, one Sunday for no particular reason. Read the first page
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customer ecosystem, collaborative value chain, brand holder, customer volatility, enterprise marketing automation, corporate ecosystem, visual workflow, net natives, diagnostic metrics, workforce optimization, extended value chain, enterprise value chain, field service applications, customer interaction center, enterprise vendors, marketing analytics, strategic business initiative, partner relationship management, data vault, customer metrics, warranty management, field service operations, business ecosystem, user adoption, certified partners
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United States, Best Software, Green Bay, New York, Sun Devils, Oracle Quoting, Hitachi Consulting, Siebel Field Service, Yankee Group, Aberdeen Group, Ashley Judd, Channel Wave, Devil's Domain, Steve Olyha, Business One, Dick Lee, Gartner Group, Gartner Dataquest, Click Commerce, Michael Maoz, Bearing Point, Forrester Research, Mike Doyle, Patriot Act, Red Pepper
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