CRM at the Speed of Light

Foreword
Acknowledgments
Introduction

Part I: The Era of the Social Customer
1 OMG! Your Customer is Really Your BFF!
2 CRM, CMR, VRM orWho Cares?
3 The Customer Owns the Experience
4 Enterprise 20: Not Exactly What You Think
5 A Company Like Me: New Business

Part II: So Happy Together: Collaborating with Your Customers
6 Do You Have the Ring? Tools
7 Love Your Customer Publicly: Blogs and Podcasts
8 Wikis Are a Weird Name for Collaboration, N'est Ce Pas?
9 Social Networks, User Communities: Who Loves Ya, Baby?
10 Movin' and Groovin': The Use of Mobile Devices

Part III: Baby Stays, Bathwater Goes--CRM Still Needs the Operational
11 The Collaborative Value Chain
12 Sales and Marketing: The Customer Is the Right Subject
13 Customer Service Is Our Name--and Our Game
14 The Difference: CRM, the Public Sector, and Politics
15 SOA for Poets
16 At Home or in the Clouds--and In Open Spaces Between
17 Big Picture, Big Strategies
18 Mapping the Customer Experience
19 Process and Data Go Together
20. Value Given, Value Received: Analyzing the Return on CRM
21 When You Buy the Application, You Buy the Vendor, Though You Don't Implement Him
22 Waving to the Future

Appendix The Social Web and the Public Sector: From the World to the State
Index