CRM at the speed of light. Social CRM strategies, tools, and techniques for engaging your customers / Greenberg Paul

Titre : CRM at the speed of light. Social CRM strategies, tools, and techniques for engaging your customers Type de document : Ouvrage Auteurs : Greenberg Paul, Auteur Editeur : New York [USA] : McGraw-Hill Année de publication : 2010 Importance : 662 p. ISBN/ISSN/EAN : 978-0-07-159045-7 Termes (thésaurus) : Gestion de la relation client Stratégie Résumé : 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.

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