CRM at the Speed of Light, 4/e: Social CRM 2.0 Strategies, Tools, and Techniques for Engaging Your Customers (Hardcover)

A social revolution in how we communicate has taken place in recent years. Smartphones, social web tools, and the instant availability of information in an aggregated and organized way provide real-time intelligence to customers, not just the enterprise.

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 lat4est 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.

In addition to being the author of the bestselling CRM at the Speed of Light, Paul Greenberg is President of The 56 Group, LLC, a customer strategy consulting firm focused on cutting-edge CRM strategic services; a founding partner of the CRM training company, BPT Partners, LLC, a training a consulting venture composed of a number of CRM luminaries that has become the certification authority for the CRM industry; co-chairman of Rutgers University's CRM Research Center; Executive Vice President of the CRM Association; and a Board of Advisors member of the Baylor University MBA Program for CRM majors. Paul was named one of the most influential CRM leaders in 2008 by CRM Magazine. He is known for his work on the use of social media in CRM as tools for customer collaboration with a company. Currently, Paul lives in Manassas, Virginia, with his wife and five cats. You can reach him at paul-greenberg3@comcast.net, follow him on Twitter at www.twitter.com/pgreenbe, or join up with him on LinkedIn or Facebook.

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 inforamtion, 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

"Web 2.0 hiot and Paul Greenberg couldn't resist telling us what it all means. Lucky for us. 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 evolution from CRM 1.0 to CRM 2.0 with unique insightful examples. It is a must read for anyone looking to transform the potential of CRM into long-lasting competitive advantage in a rapidly changing business environment." -- Jujhar Singh, Senior Vice President, SAP CRM Product Management

近年來，我們在溝通方式上發生了一場社會革命。智能手機、社交網絡工具以及即時可得的匯總和組織化信息，為客戶提供了實時智能，而不僅僅是企業。

在當今超連接的環境中，社交客戶關係管理（Social CRM）對於業務的成功至關重要。客戶的期望如此之高，他們的要求如此強大，以至於社交CRM策略必須建立在協作和客戶參與的基礎上，而不是傳統的運營客戶管理。公司對客戶對話的回應是使社交CRM成功的關鍵。

《CRM at the Speed of Light, Fourth Edition》是CRM專家保羅·格林伯格（Paul Greenberg）的著作，揭示了成功實施社交CRM的最佳實踐。格林伯格解釋了這種新範式如何在信任和透明的商業環境中，將客戶納入協同討論，提供互惠價值。

在這本權威性的著作中，您將找到先進公司正在使用的客戶參與和協作的新策略示例，以及關於您的組織如何應該採用這些創新的專家指導。

《CRM at the Speed of Light, Fourth Edition》回顧了CRM運營方面的最新技術發展，包括垂直應用程序，並解釋了多方面的CRM框架的基本原理。

在這本國際暢銷書的全新版本中，保羅·格林伯格被InsideCRM評為第一位CRM影響者。除了是暢銷書《CRM at the Speed of Light》的作者外，保羅·格林伯格還是The 56 Group, LLC的總裁，該公司是一家專注於尖端CRM戰略服務的客戶策略咨詢公司；CRM培訓公司BPT Partners, LLC的創始合夥人，該公司是由多位CRM專家組成的培訓和咨詢公司，已成為CRM行業的認證機構；Rutgers University CRM研究中心的聯合主席；CRM協會的執行副總裁；以及Baylor University CRM專業MBA計劃的董事會顧問成員。保羅·格林伯格因其在CRM中使用社交媒體作為與客戶協作工具的工作而聞名。目前，保羅與妻子和五隻貓一起居住在維吉尼亞州的馬納薩斯。您可以通過paul-greenberg3@comcast.net與他聯繫，或在Twitter上關注他www.twitter.com/pgreenbe，或在LinkedIn或Facebook上加入他。

《CRM at the Speed of Light》的讚譽

“[這本書]證明了格林伯格對控制革命的深刻理解。客戶從企業手中奪取控制權。公民要求政府承擔責任。政治運動和慈善機構通過將權力轉移給支持者而獲得回報。簡而言之，這是任何致力於將社交客戶置於運營中心的人的必讀之作。” - Brian Komar，美國進步中心互動營銷和CRM主任

“保羅·格林伯格以深入的洞察力、精彩的故事和豐富的信息分析了每一個主要行業發展對供應商/客戶關係的影響。他不僅掌握了行業的最新動態，而且使閱讀這本書像閱讀前三本一樣愉快。對於任何認真了解如何最好地服務當今社交客戶的人來說，這絕對是必讀之作。” - Brent Leary，CRM行業分析師，Barack 2.0: Social Media Lessons for Small Business的合著者

“Web 2.0的熱潮，保羅·格林伯格無法抗拒告訴我們這一切意味著什麼。對我們來說真是幸運。這本書充滿了新的