CRM at the Speed of Light, Fourth Edition: Social CRM 2.0 Strategies, Tools, and Techniques for Engaging Your Customers (Unknown Series) by Paul Greenberg
McGraw-Hill Osborne Media; 4 edition | December 9, 2009 | English | ISBN: 0071590455 | 689 pages | PDF | 13 MB
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.