MARC details
| 000 -LEADER |
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| fixed length control field |
04659nac a22002651u 4500 |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
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| LC control number |
2001271711 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
0072127821 |
| 035 ## - SYSTEM CONTROL NUMBER |
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| System control number |
(OCoLC)ocm45314536 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.8120285 |
| Item number |
GRE |
| 090 ## - LOCALLY ASSIGNED LC-TYPE CALL NUMBER (OCLC); LOCAL CALL NUMBER (OCLC) |
|---|
| -- |
8394 |
| -- |
8394 |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Greenberg, Paul. |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
CRM at the speed of light :capturing and keeping customers in Internet real time / |
| Remainder of title |
capturing and keeping customers in Internet real time / |
| Statement of responsibility, etc |
Paul Greenberg. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc |
Berkeley, Calif. : |
| Name of publisher, distributor, etc |
Osborne,2001. |
| Date of publication, distribution, etc |
c2001. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xxiii, 360 p. : |
| Other physical details |
ill. ; |
| Dimensions |
23 cm. |
| 500 ## - GENERAL NOTE |
|---|
| General note |
Includes index. |
| 500 ## - GENERAL NOTE |
|---|
| General note |
Distributer: Al-Ahram |
| 505 8# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Machine generated contents note: Chapter 1 What Is CRM, Really?1 -- What Is a Customer?3 -- How Do We Define CRM? Let Me Count the Ways4 -- What Is CRM Technology39 -- Customer Lifecycle42 -- Customer Interaction43 -- Chapter2 Putting thee"in eClRM 45 -- CRM and eCRM: Whats Different? 46 -- The Web Experience47 -- The Features of eCRM50 -- Is eCRM Really Separate?59 -- Chapter 3 SalesManageinent versus CRM 61 -- CA9M Is Not Sales Management 62 Chapter 4 Sales Force Automation: Good Products Aren't Enough 65 -- Acquiring Customers Means Keeping Them66 -- Sales Force Automation: The Purpose67 -- The Biggest Barrier to Successful SFA 69 -- Sales Force Automation: Functionality71 -- Sales Force Automation: The Technology 76 -- Who's On First?I81 -- SFA.com92 -- The Verticalization of SFA? 96 -- The SFA Return on Investment (ROI) 99 -- SFA on the Move: The New Economy's Mobile -- Sales Force100 -- Chapter 5 Marketing Automation Isn't Automatic 103 -- The Core Belief: Embedded Permission Marketing105 -- Enterprise Marketing Automation (EMA): -- The Market106 -- Components of Enterprise Marketing Automation107 -- EMA Components115 -- Process Flow: EMA Campaign Implementation121 -- The Players and the Products126 -- Chapter 6 Going Global Gets Personal: Personalization and CRM 131 -- E-tail, Retail: What's the Difference?132 -- Personalization Is133 -- Personalization: The Technology Rules!135 -- Personalization in the Small: We're Going Wireless142 -- Other Companies Do These Things, Too145 -- How Personal Is Business?146 -- Chapter 7 Partner Relationship Management 147 -- Managing Your Partners150 -- PRM Is Not Just Sales Force Automation and -- a Partner151 -- PRM Means Partner Network151 -- Assessing PRM152 -- The Technology: Who's Who and What's What -- in PRM157 -- eCRM with Limited PRM Functionality161 -- Chapter 8 The CRM Rainbow: Beyond the Traditional CRM 163 -- Verticalization: Business to Business164 -- eCRM as a Platform: xRM172 -- eCRM Lite173 -- Mail Management Solutions174 -- Hypercoordination175 -- Other Interesting Products176 -- Chapter 9 Call Centers Mean Customer Interaction177 -- The Functionality179 -- The Technology180 -- The Measurements189 -- Who Handles the Calls?190 -- Chapter 10 The Sandbox Playmates 197 -- Simply the Best 1 199 -- Check Out the Lists231 -- Chapter 11 ERP Says Hello to CRM 235 -- Enterprise Resource Planning 236 -- Chapter 12 Why Does Your Company Need CRM? 247 -- Customer Lifecycle Management (CLM) 248 -- Convincing the Stakeholders 251 -- Chapter,13' There Really Is Value to You and Yours: -- CRM/eCRM Service Offerings 267 -- The Choices 270 -- Chapter 14 Implementing CRM: Easy as 1,2,3,4, 5, 6, and so on 281 -- The Caveats of Implementation282 -- The Implementation282 -- Chapter 15 The Host with the Most:Application Service -- Providers and CRM 303 -- ASP in a Nutshell 304 -- Break Out Your Bell-bottoms, the '70s Are Back!304 -- Types of ASPs308 -- Watch Out for the NASPs!311 -- ASPs a Passing Fad or Here to Stay?312 -- Chapter 16 The Future's Not Hard to See 315 -- Wireless Is More 316 -- The Voice of eCRM320 -- XML + eCRM = CPExchange 324 -- Globalization Is Really Personal327 -- ROI: Changes That Meet the Future331 -- Online Can Be Cost-Free-If You Want It That Way333 -- Appendix A Places to Go: Websites That Make It Worth It 335 -- eCRM Communities 336 -- Other Websites 342 -- Appendix B Customer Lifetime Value 343 -- Customer Value Model, a Primer345 -- Balancing Responsiveness and Profits: Customer -- Value Model Case Study347 -- Index 351. |
| 511 ## - PARTICIPANT OR PERFORMER NOTE |
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| Participant or performer note |
Catalogued by: Sara |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer relations |
| General subdivision |
Management. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Electronic commerce. |
| 856 42 - ELECTRONIC LOCATION AND ACCESS |
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| Materials specified |
Publisher description |
| Uniform Resource Identifier |
<a href="http://www.loc.gov/catdir/description/mh021/2001271711.html">http://www.loc.gov/catdir/description/mh021/2001271711.html</a> |
| 856 42 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Table of Contents |
| Uniform Resource Identifier |
<a href="http://www.loc.gov/catdir/toc/fy02/2001271711.html">http://www.loc.gov/catdir/toc/fy02/2001271711.html</a> |
| 856 42 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Contributor biographical information |
| Uniform Resource Identifier |
<a href="http://www.loc.gov/catdir/enhancements/fy0707/2001271711-b.html">http://www.loc.gov/catdir/enhancements/fy0707/2001271711-b.html</a> |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Item type |
Book - Borrowing |
| Call number prefix |
658.8120285GRE |
| 952 ## - LOCATION AND ITEM INFORMATION (KOHA) |
|---|
| -- |
2008-03-06 |