CRM at the Speed of Light, 3/e

Table of Contents:

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 GoodWhatever 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: Of 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 Treks)
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, Arent 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 Cleopatras 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