Fully updated bestseller now covers the latest Web 2.0 toolsThe fourth edition of this bestseller brings the work up-to-date with now-critical examinations of how Web 2.0 technologies and social media tools are being woven into CRM strategies. The book identifies the new business models now being used by the most successful companies and provides valuable guidance on how other companies can and should adopt these innovations. CRM expert Paul Greenberg examines the companies that are providing the best tools, provides his recommendations, and interviews industry leaders. The book's companion website (MyCRMCareer.com) will foster a user community..

About the Author

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

Table of Contents

Foreword; Acknowledgments; Introduction; Part I: The Era of the Social Customer; Chapter 1. OMG! Your Customer is Really Your BFF!; Chapter 2. CRM, CMR, VRM or...Who Cares?; Chapter 3. The Customer Owns the Experience; Chapter 4. Enterprise 2.0: Not Exactly What You Think; Chapter 5. A Company Like Me: New Business; Part II: So Happy Together: Collaborating with Your Customers; Chapter 6. Do You Have the Ring? Tools; Chapter 7. Love Your Customer Publicly: Blogs and Podcasts; Chapter 8. Wikis Are a Weird Name for Collaboration, N'est Ce Pas?; Chapter 9. Social Networks, User Communities: Who Loves Ya, Baby?; Chapter 10. Movin' and Groovin': The Use of Mobile Devices; Part III: Baby Stays, Bathwater Goes--CRM Still Needs the Operational; Chapter 11. The Collaborative Value Chain; Chapter 12. Sales and Marketing: The Customer Is the Right Subject; Chapter 13. Customer Service Is Our Name--and Our Game; Chapter 14. The Difference: CRM, the Public Sector, and Politics; Chapter 15. SOA for Poets; Chapter 16. At Home or in the Clouds--and In Open Spaces Between; Chapter 17. Big Picture, Big Strategies; Chapter 18. Mapping the Customer Experience; Chapter 19. Process and Data Go Together; Chapter 20. Value Given, Value Received: Analyzing the Return on CRM; Chapter 21. When You Buy the Application, You Buy the Vendor, Though You Don't Implement Him; Chapter 22. Waving to the Future; Appendix. The Social Web and the Public Sector: From the World to the State; Index