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CRM at the Speed of Light: Social CRM 2.0 Strategies, Tools, and Techniques for Engaging Your Customers
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Best practices for a successful Social CRM implementation
Social CRM is critical to business success in today's hyper-connected environment. Customers' expectations are so great and their demands so empowered that a Social CRM strategy must be built around collaboration and customers engagement, not traditional operational customer management. It's the company's response to the customer's control of the conversation that makes Social CRM work.
Written by CRM guru Paul Greenberg, CRM at the Speed of Light, Fourth Edition, reveals best practices for a successful Social CRM implementation. Greenberg explains how this new paradigm involves the customer in a synergetic discussion to provide mutually beneficial value in a trusted and transparent business environment.
Throughout this definitive volume, you'll find examples of the new strategies for customer engagement and collaboration being used by cutting-edge companies, along with expert guidance on how your organization can and should adopt these innovations.
CRM at the Speed of Light, Fourth Edition, reviews the latest technological developments in the operational side of CRM, including vertical applications, and explains the fundamentals of the multifaceted CRM framework.
Find out why Paul Greenberg was named the #1 CRM influencer by InsideCRM in the completely recast edition of this international bestseller.
Praise for CRM at the Speed of Light
[This book] is a testament to Greenberg's profound grasp of the control revolution that is upon us. Customers seizing control from business. Citizens demanding control and accountability from their governments. Political campaigns and charities being rewarded by shifting power to their supporters. Quite simply, it is the definitive work for anyone committed to putting the social customer at the center of their operation. -- Brian Komar, Director of Interacitve Marketing and CRM, Center for American Progress
With great insights, great stories, and great information, Paul Greenberg analyzes the impact of every major industry development on vendor/customer relationships. Not only is he on top of his game, he makes reading this edition as enjoyable as it was to read the previous three. This is an absolute must-read for anyone serious about understanding how to best serve today's social customer. -- Brent Leary, CRM industry analyst and co-author of Barack 2.0: Social Media Lessons for Small Business
This edition is packed with new insights about how online conversations are changing the nature of customer relations. Think the CRM market is crazy now? Hitch a ride on Greenberg's shoulders because you ain't seen nothing yet. -- Paul Gillin, author of The New Influencers and Secrets of Social Media Marketing.
As we make the shift to SCRM, Paul's insights provide a much needed framework on how to navigate a more connected, social, and collaborative enterprise. -- R Ray Wang, Partner, Enterprise Strategy, Altimeter Group, LLC
Paul Greenberg is one of the most astute minds in CRM and social media today. His book remains the bible for companies employing CRM. The added focus on blending new and social media into Paul's philosophy of CRM will keep this as the first book companies reach for to enhance the customer relationship in the new century. -- Jay Dunn, Vice President of Marketing, Lane Bryant
Paul Greenberg shares his unparalleled expertise on the dramatic
Social CRM is critical to business success in today's hyper-connected environment. Customers' expectations are so great and their demands so empowered that a Social CRM strategy must be built around collaboration and customers engagement, not traditional operational customer management. It's the company's response to the customer's control of the conversation that makes Social CRM work.
Written by CRM guru Paul Greenberg, CRM at the Speed of Light, Fourth Edition, reveals best practices for a successful Social CRM implementation. Greenberg explains how this new paradigm involves the customer in a synergetic discussion to provide mutually beneficial value in a trusted and transparent business environment.
Throughout this definitive volume, you'll find examples of the new strategies for customer engagement and collaboration being used by cutting-edge companies, along with expert guidance on how your organization can and should adopt these innovations.
CRM at the Speed of Light, Fourth Edition, reviews the latest technological developments in the operational side of CRM, including vertical applications, and explains the fundamentals of the multifaceted CRM framework.
Find out why Paul Greenberg was named the #1 CRM influencer by InsideCRM in the completely recast edition of this international bestseller.
Praise for CRM at the Speed of Light
[This book] is a testament to Greenberg's profound grasp of the control revolution that is upon us. Customers seizing control from business. Citizens demanding control and accountability from their governments. Political campaigns and charities being rewarded by shifting power to their supporters. Quite simply, it is the definitive work for anyone committed to putting the social customer at the center of their operation. -- Brian Komar, Director of Interacitve Marketing and CRM, Center for American Progress
With great insights, great stories, and great information, Paul Greenberg analyzes the impact of every major industry development on vendor/customer relationships. Not only is he on top of his game, he makes reading this edition as enjoyable as it was to read the previous three. This is an absolute must-read for anyone serious about understanding how to best serve today's social customer. -- Brent Leary, CRM industry analyst and co-author of Barack 2.0: Social Media Lessons for Small Business
This edition is packed with new insights about how online conversations are changing the nature of customer relations. Think the CRM market is crazy now? Hitch a ride on Greenberg's shoulders because you ain't seen nothing yet. -- Paul Gillin, author of The New Influencers and Secrets of Social Media Marketing.
As we make the shift to SCRM, Paul's insights provide a much needed framework on how to navigate a more connected, social, and collaborative enterprise. -- R Ray Wang, Partner, Enterprise Strategy, Altimeter Group, LLC
Paul Greenberg is one of the most astute minds in CRM and social media today. His book remains the bible for companies employing CRM. The added focus on blending new and social media into Paul's philosophy of CRM will keep this as the first book companies reach for to enhance the customer relationship in the new century. -- Jay Dunn, Vice President of Marketing, Lane Bryant
Paul Greenberg shares his unparalleled expertise on the dramatic
- GenresBusinessManagement
688 pages, Hardcover
First published January 17, 2001
47 people are currently reading
214 people want to read
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Displaying 1 - 20 of 20 reviews
December 27, 2009
I wrote it so it wouldn't exactly be fair to review it tho' I have no qualms about giving it five stars! :-0
December 9, 2017
This book made me understand more about my current job. In particular, how Thomas Siebel broke away from Larry Ellison to form the Siebel CRM Systems, Inc. that pioneered CRM applications. If Siebel (now Oracle CRM On Demand) did not gain traction in the 90's, there would not have been Salesforce, Clarify, and other CRM apps. Or maybe their release might have been delayed by a few years.
I also liked how this book puts CRM (for enterprise users) in the scheme of things: how it is related to intended users: PRM (for channel users) and eCRM (for online customers) and these three to business functions such as sales, marketing, e-commerce and service. I knew some of these but it was nice to see everything depicted in a chart. In fact, I rebuilt the chart and will incorporate this to a presentation deck that could be helpful for new CRM or Client Experience analysts.
I only have a bit of regret because I postponed reading this 2001 book by few years. Or to be precise, I only saw this book maybe a decade after its release to the market. I mean, this could have helped my understanding of my job when I started in 2012. The disadvantages of technical books especially in Information Technology is that technology changes so fast that after the manuscript is approved and much more when the book is published, there could already been changes on what the book is about. For example, in 2005 (just 4 mere years after this book is published) Siebel was bought by Oracle. Then in 2015 (10 years after Oracle bought Siebel), Oracle Sales Cloud is introduced to the market. Obviously, after adopting the Siebel functionalities, Oracle will be dumping it and push its clients to migrate to Sales Cloud.
So, the lesson for me here is to read IT books right away and don't treat them like classic literature.
I also liked how this book puts CRM (for enterprise users) in the scheme of things: how it is related to intended users: PRM (for channel users) and eCRM (for online customers) and these three to business functions such as sales, marketing, e-commerce and service. I knew some of these but it was nice to see everything depicted in a chart. In fact, I rebuilt the chart and will incorporate this to a presentation deck that could be helpful for new CRM or Client Experience analysts.
I only have a bit of regret because I postponed reading this 2001 book by few years. Or to be precise, I only saw this book maybe a decade after its release to the market. I mean, this could have helped my understanding of my job when I started in 2012. The disadvantages of technical books especially in Information Technology is that technology changes so fast that after the manuscript is approved and much more when the book is published, there could already been changes on what the book is about. For example, in 2005 (just 4 mere years after this book is published) Siebel was bought by Oracle. Then in 2015 (10 years after Oracle bought Siebel), Oracle Sales Cloud is introduced to the market. Obviously, after adopting the Siebel functionalities, Oracle will be dumping it and push its clients to migrate to Sales Cloud.
So, the lesson for me here is to read IT books right away and don't treat them like classic literature.
December 12, 2016
CRM is a tool to know your customers and manage that relationship to drive customer intimacy and a bigger share of wallet. CRM has been around for years but the new generation of CRM is not your Grand Father's CRM. In CRM at the Speed of Light volume 4 Greenberg talks about the convergence of the Gen Y technical skills and expectations with the technology of social media that hyper drives the CRM opportunities to provide the customer a truly personalized experience through true immersion. It is no longer solely transactional tactical based on internal data flows within the company walls but Social CRM can significantly augment that with social data feeds, backwards integration of data from supply chain vendor flows and other sources of data that involves the customer relationship at a truly strategic level. The technology promises to cut through the fog of business to understand the customer and drive customer intimacy. CRM has stumbled over the years through adoption and technology growth but it is a game changer now and will continue to evolve in our always engaged world of Web2.0 and beyond. The author goes beyond the CRM tool to the entire function of managing Customer Relationships by giving examples of Companies who have delivered outstanding customer experience over the years. A bit long of a read but covers vast territory in the realm of CRM and customer engagement.
October 30, 2018
As technology continues to develop and the ability to communicate with customers improves, the business leader must move the culture of her organization to respond meaningfully. From process to technology implementation relating to customers is now the backbone of any modern organization.
Sprawling and difficult to follow, this book has some great moments. As a whole I did not find it a useful resource. As an example, the author is trucking through various elements of developing CRM then veers into a very long section on government applications. Then back out again. A lot of name dropping. In the end I skimmed whole sections to just get through it.
Can't recommend.
Sprawling and difficult to follow, this book has some great moments. As a whole I did not find it a useful resource. As an example, the author is trucking through various elements of developing CRM then veers into a very long section on government applications. Then back out again. A lot of name dropping. In the end I skimmed whole sections to just get through it.
Can't recommend.
October 27, 2011
Long but engaging and comprehensive. This 4th edition covers the impact that the new world of social media has had on traditional CRM. It's a brand new world and this does a good job of highlighting the reasons those of us in marketing or technology need to care.
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July 20, 2012Really good explanation of social CRM.
April 25, 2012
This book is great. It could be event better if it wasn't so long.
December 8, 2020
Debió ser el referente en su momento, para estos años está completamente deactualizado.
May 21, 2023
I recently read "CRM at the Speed of Light: Essential Customer Strategies for the 21st Century," and I found it to be an insightful and comprehensive guide on customer relationship management. The book delves into various strategies and approaches to enhance customer engagement and satisfaction. One tool that perfectly complements the concepts discussed in the book is SharedContacts sharedcontacts.com. With its user-friendly interface and powerful features, SharedContacts provides an excellent platform for effectively managing customer contacts and improving communication within organizations. Highly recommended for those looking to optimize their CRM efforts!
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August 17, 2012
The book "CRM at the Speed o Light" which we, in the CRM industry, refer to as the "bible" of CRM, illustrates Greenberg's logical yet emotionally invested approach to customer relationship management.
This book demonstrates a deep, analytical understanding of both the modern technical tools and the timeless human-relationship impact of engaging customers correctly.
You don't need to be in the CRM or Social Media industry to benefit from reading this book. As long as you have customers, an audience, or simply people you wish to woo, you shall benefit from and enjoy this read.
This book demonstrates a deep, analytical understanding of both the modern technical tools and the timeless human-relationship impact of engaging customers correctly.
You don't need to be in the CRM or Social Media industry to benefit from reading this book. As long as you have customers, an audience, or simply people you wish to woo, you shall benefit from and enjoy this read.
April 5, 2013
Excellent reference and guide. Used in in private and public sector implementations, a teaching guide, as an independent consultant and a local government employee. Valuable resource as a very practical how-to. Defines CRM and its uses, benefits and limits. Clear and concise, and always great case examples. I used the first edition when it was published and used the 3rd and 4th, too. Along the way I met Paul, too, and glad to have gotten to know him, despite his devotion to the Yankees.
March 8, 2013
This is a must read book about CRM!
It's a little bit long (650 pages) but we can read it almost like a Novel!
Very good for those who afraid read about technology and all those things because...there are no such things in this book! Only strategy and good recommendations!
It's a little bit long (650 pages) but we can read it almost like a Novel!
Very good for those who afraid read about technology and all those things because...there are no such things in this book! Only strategy and good recommendations!
July 21, 2012
Excellent handling of SocialCRM. However, even this latest edition is a trifle old as some links do not work. Otherwise, excellent read. Changed my idea of the subject. The best part of the book is that Paul brings in a large number of experts who share their views...a truly crowdsourced product
March 30, 2013
An optional-read book on customer services for knowledge workers, managers, executives, and entrepreneurs.
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November 29, 2013reading book speacially my crm course which some information qalact
December 31, 2013
Classic.... BTW My name is in the Forward.... I feel so famous.
May 26, 2019
Should to read if want to know what is CRM is.
December 19, 2011
Very Useful ...Must Read!!!
July 4, 2013
Great reference book and very well written!!
Displaying 1 - 20 of 20 reviews