CRM at the speed of light: essential customer strategies for the 21st century (3rd ed.)

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.