000			01616cam a2200193 a 4500
020			_a9780071590464 _cTZS 49500/=
040			_aMUL _beng _eAACR
082	0	0	_a658.812 GRE
100	1		_aGreenberg, Paul.
245	1	0	_aCRM at the speed of light : _bsocial CRM strategies, tools, and techniques for engaging your customers / _cPaul Greenberg.
250			_a4th ed.
260			_aNew York : _bMcGraw-Hill, _cc2010.
300			_axxvi, 662 p. : _bill. ; _c24 cm
504			_aIncludes index.
505	0		_aOMG! : your customer really is your BFF! -- CRM, CMR, VRM or-- who cares? -- The customer owns the experience -- Enterprise 2.0 : not exactly what you think -- A company like me : new business -- Do you have the ring? : tools for customer engagement -- Love your customers publicly : blogs and podcasts -- Wikis are a weird name for collaboration, n'est çe pas? -- Social networks, user communities : who loves ya, baby? -- Movin' and groovin' : the use of mobile devices -- The collaborative value chain -- Sales and marketing : the customer is the right subject -- Customer service is our name--and our game -- The difference : CRM, the public sector, and politics -- SOA for poets -- At home or in the clouds--and in open spaces between -- Big picture, big strategies -- Mapping the customer experience -- Process and data go together like-- CRM operations -- Value given, value received : analyzing the return on CRM -- When you buy the application, you buy the vendor, though you don't implement him -- Waving to the future.
650		0	_aCustomer relations
650		0	_aElectronic commerce.
942			_cBK
999			_c6131 _d6131