CRM at the Speed of Light, Fourth Edition Social CRM 2.0 Strategies, Tools, and Techniques for Engaging Your Customers

by Greenberg, Paul

• ISBN13: 9780071590457
• ISBN10: 0071590455
• Edition: 4th
• Format: Hardcover
• Copyright: 2009-12-09
• Publisher: McGraw-Hill Education

Summary

The first portable trauma care reference for nurses 4 STAR DOODY'S REVIEW! "This book covers trauma assessment and injuries in depth, empowering trauma nurses to provide the highest quality care....Based on over 26 years of trauma nursing experience, the author writes a book for other trauma nurses that will sharpen their assessment skills as well as their delivery of care to trauma patients....This insightful book is extremely easy to navigate from and a valuable resource for trauma nurses."--"Doody's Review Service" "Nurse to Nurse: Trauma Care" is the only portable and comprehensive quick-reference manual for the trauma nurse. Written by a nurse with more than two decades of clinical and management experience in trauma care, the book distills essential information into rapidly-accessible clinical directions through the use of algorithms, tables, boxes, clinical pearls, and nursing alerts.

Author Biography

Paul Greenberg is President of The 56 Group, LLC, and one of the world's leading authorities on CRM.

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Table of Contents

Foreword	p. xi
Acknowledgments	p. xv
Introduction	p. xvii
The Era of the Social Customer	p. 1
OMG! Your Customer Really Is Your BFF!	p. 1
Bursting the New Mythology: Zeus Drops to Earth	p. 1
How the Book Is Organized	p. 3
Starting with a Test	p. 6
Welcome to the Era of the Social Customer	p. 8
What's a Customer Ecosystem?	p. 10
The Social Customer Needs Your Attention to Get Theirs	p. 18
CRM, CMR, VRM oràWho Cares?	p. 29
"Traditional" CRM	p. 30
From CRM to CMR	p. 32
Social CRM	p. 34
Social CRM Technology: Features, Functions, Characteristics	p. 37
The Social Stack	p. 41
Social CRM and VRM	p. 45
Vendor Relationship Management (VRM)	p. 46
Now Do You See CRM, Social CRM, and VRM?	p. 53
The Customer Owns the Experience	p. 55
The Transition from Management to Engagement Through Experience	p. 58
Superstah! Response Tek	p. 75
A Guiding Principle for Crafting Experiences	p. 78
Enterprise 2.0: Not Exactly What You Think	p. 83
Defining Enterprise 2.0	p. 83
Enterprise 2.0: Here's Why You Need It	p. 85
What This Means for CRM	p. 93
A Company Like Me; New Business Models = Customer Love	p. 97
Why? Because We Like You and Trust You	p. 98
The New Business Models Unveiled	p. 105
Another Model Worth Getting Behind	p. 115
So Happy Together: Collaborating with Your Customers	p. 121
Do You Have The Ring? Tools For Customer Engagement	p. 121
The Value of Social Media in CRM	p. 121
Social Media	p. 123
Superstah! Lotus Connections	p. 140
Love Your Customers Publicly: Blogs and Podcasts	p. 149
The Blogosphere	p. 149
How Do You Measure a Blog?	p. 161
Microblogging and More: Tweeting on Twitter	p. 162
Superstah! Six Apart	p. 166
Podcasting: A Brief Look	p. 170
Wikis Are A Weird Name For Collaboration, N'est Çe Pas?	p. 175
Crowdsourcing	p. 176
Superstah! Socialtext	p. 189
Wiki Wrap-Up	p. 194
Social Networks, User Communities: Who Loves Ya, Baby?	p. 197
The Conversation Can't Be Avoided	p. 198
Social Network Styles: What Models Can You Choose From?	p. 200
Managing the Community	p. 215
The IT Landscape	p. 222
The Vendor Picture	p. 226
Superstah! Neighborhood America	p. 228
Movin' And Groovin': The Use Of Mobile Devices	p. 235
A Needy Market	p. 236
Why the Growth?	p. 237
What's It Look Like? Mobile Technology	p. 239
Considerations in Mobile Enterprise Planning	p. 241
Untethered Benefits	p. 242
The Future: Social CRM Gets Down and Wireless	p. 244
Superstah! Research in Motion, SAP, and CRM 2007 for the BlackBerry	p. 248
Baby Stays, Bathwater Goes-CRM Still Needs the Operational	p. 253
The Collaborative Value Chain	p. 253
Transparency	p. 254
The Systems	p. 255
Back and Front Office Integration: Bad Story, Good Story	p. 257
Integrating the Back with the Front-Still Not Too Shabby	p. 260
A Mini-Conference	p. 266
Now Meet the Customer: The Collaborative Value Chain	p. 271
Ecosystems Begin to Rule	p. 274
Building the Collaborative Value Chain	p. 276
Superstah! SAP	p. 279
Sales And Marketing: The Customer Is the Right Subject	p. 283
Sales and Marketing Are Now Integrated, Aren't They?	p. 283
Sales 2.0: Customer Expectations Have Changed	p. 286
Leads and Opportunities: The Feeling Is Mutual	p. 290
Special Circumstances Include the New Norm	p. 291
Handling Opportunities Better and Way Cooler	p. 298
Superstah! Oracle Social CRM	p. 300
Sales Intelligence: Mo' Better, Richer, Deeper	p. 304
The Sales 2.0 Value Proposition	p. 309
Marketing, uh, 2.0: New Mindset, New Tools	p. 310
Listen Up! The New Competition Is Attention	p. 310
Getting on the Cluetrain Manifesto	p. 315
Authenticity Trumps Consistency	p. 317
The Marketing Model: Old vs. New	p. 318
Social Media and Marketing: More than Just du Jour	p. 322
CRM Vendors Have a Problem Here: Poor Apps, but Improving	p. 330
Customer Service Is Our Name-And Our Game	p. 343
Customer Complaints Go Viral-and You Love It	p. 344
The Definition of Customer Service	p. 345
Building a New Customer Service Model	p. 350
Technology Finds 21st Century Customer Service	p. 366
Superstah! RightNow: Building Beyond the Traditional	p. 367
Superstah! Helpstream: Community-Driven Customer Service	p. 371
Closing It Out	p. 375
The Difference: CRM, the Public Sector, and Politics	p. 381
From 2004 to Now-Wow, What a Difference	p. 383
In Re: Engagement by the Administration	p. 388
The Case of Singapore: Social CRM in Action	p. 391
Politics No Longer Poker-Bluffing Don't Woik	p. 398
The Technology Champs	p. 403
Superstah! Blue State Digital	p. 409
SOA for Poets	p. 417
Evaluating Architecture	p. 417
The Architectures	p. 420
Enterprise Service-Oriented Architecture	p. 420
Superstah!	p. 429
REST/WOA	p. 429
Superstah! Sage Software	p. 432
At Home or in the Clouds-And In Open Spaces Between	p. 437
On-Premise	p. 438
On-Demand	p. 441
The Players	p. 448
Superstah! NetSuite	p. 448
Choosing SaaS vs. On-Premise: Comparative Checklist	p. 451
Open Source: Not Quite Any of Them	p. 451
Superstah! SugarCRM	p. 458
Cloud Computing: Wispy or Real?	p. 461
Big Picture, Big Strategies	p. 473
Introducing Strategy	p. 474
A Case Study	p. 494
Mapping the Customer Experience	p. 503
The Benefits of Your Customer's Lovely Experience	p. 505
Why Customer Experience Mapping?	p. 505
Process and Data Go Together Like...CRM Operations	p. 519
Not Just Your Transaction's Data Anymore	p. 520
It's the Process, Man	p. 534
Superstah! Process-Driven CRM: Sword Ciboodle	p. 542
Value Given, Value Received: Analyzing the Return on CRM	p. 549
Analytics: Figuring Out Whassup	p. 549
What Are Analytics?	p. 550
A Very Brief Primer on Analytics	p. 552
Analytics in Service of Insight = Loyalty, Advocacy	p. 565
Measuring the Social Customer's Value	p. 572
Superstah! SAS and Customer Experience Analytics	p. 580
When You Buy the Application, You Buy the Vendor, Though You Don't Implement Him	p. 587
Despite Your Wishes, the Vendor Matters	p. 588
Moving Forward: The Implementation Begins	p. 601
Executing Perfectly: BigMachines Does IT Right	p. 602
Closing Up for the Night	p. 610
Waving to the Future	p. 613
Now It's My Turn to Be a Fortuneteller, Err, Forecaster	p. 618
In (Dim) Sum	p. 627
Appendix: The Social Web and the Public Sector: From the World to the State	p. 631
Customer Relationship Management or Citizen Relationship Empowerment?	p. 632
The Critical Importance of Web 2.0 for the Public Sector	p. 633
The Core Problems Facing Public Safety Today	p. 636
Breaking Down the Barriers	p. 639
A Real World Case Study: Virtual Alabama	p. 640
Change Is Coming	p. 646
Index	p. 649
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