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 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

"ECRM" provides business decision-makers with straightforward advice and solid information on how to use eCRM software and the Internet to manage customer relationships. In addition to describing the evolution of CRM from old-school sales management techniques, it teaches techniques for opening new businesses and managing customer relations on the Web.

Updated to reflect the major changes in Customer Relationship Management (CRM) in the last few years, this third edition of CRM at the Speed of Light: Capturing and Keeping Customers in Real Time is a must-read for executives looking to leverage the latest technologies on the market to reach and retain customers. Learn CRM concepts, discover what tools are available and which ones are suitable for your business, and get practical, expert advice on avoiding common pitfalls.

Presenting a dramatic shift in the way marketing is viewed and how its value is determined, this diverse resource focuses on the retention of customers through excellent customer service. Attending to the “4 Ps” of marketing, the guidebook addresses the ways in which a marketer can make decisions with the customer’s perspective as the priority. With strategies both for one-to-one marketing and for mass customization, this critical handbook offers information for today’s ever-adapting business environment.

Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field. It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it. Based on recent knowledge, it is underpinned by: * Clear and comprehensive explanations of the key concepts in the field * Vignettes and full cases from major businesses internationally * Definitive references and notes to further sources of information on every aspect of CRM * Templates and audit advice for assessing your own CRM needs and targets The most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business.

Ashley Friedlein's first book, Web Project Management: Delivering Successful Commercial Web Sites, became a bestseller and an essential reference for Web professionals developing new sites. Maintaining and Evolving Successful Commercial Web Sites addresses the realities of successful sites today, namely the notion that maintaining and evolving a site is actually a bigger commitment than launching it. Management wants to maximize returns and obtain reliable performance data, customers demand better service and insist on sites that are more advanced yet easier to use, and the Web site must increasingly be integrated with the entire business even as the amount of information it handles continues to grow.Maintaining and Evolving Successful Commercial Web Sites focuses more on process, reality, and pragmatism and less on strategic theory. It provides the reader with the knowledge, tools, approaches, and processes to manage key site maintenance and evolution projects, providing answers to the following questions:*How can I better manage changes and updates to the Web site?*How can I scale up to allow more contributions to the site and more content and still maintain quality and control?*What is content management and how do I go about it?*How do I go about personalization or community building?*What is Customer Relationship Management (CRM) and how do I actually do it online?*How do I measure and report on how well the site is doing?*How do I avoid information overload?*How do I maximize the value the site creates?The book includes case studies to demonstrate candidly how the issues discussed in the book translate into reality.*Case studies show candidly how the issues discussed translate into reality. *Describes content management & Customer Relationship Management (CRM) how to go about implementing them. *Teaches how to measure & report on how well the site is doing, how to avoid information overload, & how to maximize the value the site creates.

This book constitutes the proceedings of the First International Conferences on e-Technologies and Networks for Development, ICeND 2011, held in Dar-es-Salaam, Tanzania, in August 2011. The 29 revised full papers presented were carefully reviewed and selected from 90 initial submissions. The papers address new advances in the internet technologies, networking, e-learning, software applications, Computer Systems, and digital information and data communications technologies - as well technical as practical aspects.

This unique book comprehensively presents the current state of knowledge, theoretical and practical alike, in the field of business-to-business (B2B) marketing. More than 30 of the best and most recognized B2B marketers address the most relevant theoretical foundations, concepts, tried and tested approaches and models from entrepreneurial practice. Many of those concepts are published for the first time ever in this book. The book not only builds on the existing classic literature for industrial goods marketing but also – and much more importantly – finally closes the gap towards the rapidly growing ecosystem of modern B2B marketing terms, instruments, products, and topics. Technical terms such as Account-Based Marketing, Buyer Journey, ChatBots, Content AI, Marketing Automation, Marketing Canvas, Social Selling, Touchpoint Sensitivity Analysis, and Predictive Intelligence are explained and examined in detail, especially in terms of their applicability and implementation. The book as a whole reflects the B2B marketing journey so that the readers can directly connect the content to their own experience and use the book as a guide in their day-to-day work for years to come.

Imagine being able to target an audience made up of highly qualified and purchase-ready prospects and easily building them into loyal clients by anticipating their needs and hence offering true value. This is the power of big data for digital marketing. Big Data: A Roadmap for Successful Digital Marketing explores recent trends in the use of big data to predict consumer behavior, strategies to engage online customers, integration of big data with other data sources, and its applications in social media analytics, mobile marketing, search engine optimization and customer relationship management. As the marketing world moves into a data-focused future, the success of marketing efforts will be wholly based on attention to detail in data analysis and effectively acting on insights in order to implement changes that will deliver improved results. This book will help professionals succeed in their digital marketing efforts as well as provide food for thought for students and researchers in the fields of digital marketing, customer behavior and big data analytics.

This book constitutes revised papers from the nine workshops and one accompanying event which took place at the 22nd International Conference on Business Information Systems, BIS 2019, held in Seville, Spain, in June 2019. There was a total of 139 submissions to all workshops of which 57 papers were accepted for publication. The workshops included in this volume are: AKTB 2019: 11th Workshop on Applications of Knowledge-Based Technologies in Business BITA 2019: 10th Workshop on Business and IT Alignment BSCT 2019: Second Workshop on Blockchain and Smart Contract Technologies DigEX 2019: First International Workshop on transforming the Digital Customer Experience iCRM 2019: 4th International Workshop on Intelligent Data Analysis in Integrated Social CRM iDEATE 2019: 4th Workshop on Big Data and Business Analytics Ecosystems ISMAD 2019: Workshop on Information Systems and Applications in Maritime Domain QOD 2019: Second Workshop on Quality of Open Data SciBOWater 2019: Second Workshop on Scientific Challenges and Business Opportunities in Water Management