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

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Editorial Reviews

Product Description

"Paul Greenberg's book is such a breath of fresh air. Actually, it's more like a wind that blows away the clouds of hype and marketing mumbo jumbo. Finally, there is a consolidated source on this subject that can be used by the novice as well as the expert. It's like eCRM university between two covers." --Pat Sullivan President & CEO, Interact Commerce Corporation

"Understanding the critical components of customer relationship management and the impact technology decisions will have on running a profitable business in the coming decade is a must for every company that hopes to be in business two, five, and 10 years from now. Executives make a high-stakes decision when they choose a CRM vendor. They would be wise to read Paul's book so they can get the insider's perspective and the experts' opinions." --Brent Frei, president, CEO and co-founder of Onyx Software

"Get CRM right and your company wins in the online economy. Get it wrong and you are not even in the game. You need guidance by an expert and a book that is insightful, practical, comprehensive and fun to read. Paul Greenberg is the expert and this is the book." --Peter Keen, president, Keen Innovations and author of From .com to .profit and The eProcess Edge

"This book is a must-read for anybody who wants to master the management of Customer Relationships, which has become a key business issue of our times. Paul Greenberg has done a masterful job in clarifying the issues that surround the CRM space." --Scott Fletcher, president, epipeline

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.

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Product Details

• Hardcover: 360 pages
• Publisher: Osborne/McGraw-Hill; 1st edition (January 17, 2001)
• Language: English
• ISBN-10: 0072127821
• ISBN-13: 978-0072127829
• Product Dimensions: 9.1 x 6.1 x 1.4 inches
• Shipping Weight: 1.6 pounds
• Average Customer Review: 4.7 out of 5 stars  See all reviews (15 customer reviews)
• Amazon.com Sales Rank: #1,516,985 in Books (See Bestsellers in Books)

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Customer Reviews

Most Helpful Customer Reviews

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

By	"apsrose" (Melbourne, Victoria Australia) - See all my reviews

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.

12 of 14 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

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!!

5 of 5 people found the following review helpful:

5.0 out of 5 stars Great tehnology review, June 13, 2003

By A Customer

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.