CRM at the speed of light : essential customer strategies for the 21st century

Paul Greenberg

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Corporate Governance and Management Customer Service Quality and Loyalty ERP Systems Implementation and Impact

Abstract

Part I: The Overview Chapter 1: Is CRM Ashley Judd? Chapter 2: Whole-Brained CRM: The Real Metaphor Chapter 3: Data-Driven CRM vs. Process-Driven CRM Part II: The Modules Chapter 4: Sales Force Automation: Power to the (Sales) People Chapter 5: Enterprise Marketing Management: Finally Getting the Message? Chapter 6: CCRM = PRM: Not Just a Name Change Chapter 7: Call Center, CIC, Potato, Po-tah-to: Customer Service Can Be Good--Whatever You Call It . Chapter 8: Field Service: Not Just Your Maytag Repairman Anymore Chapter 9: Analytics: I Never Saw a Purple Cow, but if I Did, It Would Be a Demographic . Part III: The Markets Chapter 10: Going Deep: Verticalizing CRM . Chapter 11: the People, by the People, for the People: CRM in the Public Sector Chapter 12: CRM and the SMB: Small Is Beautiful Part IV: The Modules Chapter 13: Web Architecture for Enterprise Applications: Why Learn THAT? Chapter 14: Data Mining, Datawarehouse, Data (Just Not Star Trek's) Chapter 15: Supply Chain + Demand Chain = A Big Enterprise Value Chain, Gang Chapter 16: The ASP Model: Sexy, but Utilitarian Part V: The Kernel Chapter 17: CRM Strategy: First in Plan, First in Implementation, First in the Heart of the Customer Chapter 18: Business Processes Are Gender Neutral, Aren't They? Chapter 19: Culture Change, not Diaper Change: Managing a Dramatic Transformation Chapter 20: Dancing to the Music: Implementing CRM Chapter 21: Communications and Learning Management Does Not Equal Knowledge Dump Chapter 22: ROI and Metrics: Numbers Never Felt So Good Part VI: The Ranks Chapter 23: Playing with the Big Boys: The Sandbox Survivors Chapter 24: The Best of the Rest Chapter 25: The ASP Is More than Cleopatra's Death Warrant Part VII: Back to the Future Chapter 26: Peering at the Future Through Glasses: Bye-Bye CRM, Sort Of Appendix: Customer Lifetime Value Primer Afterword

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