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CRM in Real Time
CRM in Real Time

CRM in Real Time

Empowering Customer Relationships


384 Pages, 6 x 9

Formats: Trade Paper, EPUB, Mobipocket, PDF

Trade Paper, $39.95 (US $39.95) (CA $43.95)

Publication Date: June 2008

ISBN 9780910965804

Rights: US, CA & UK

Information Today, Inc. (Jun 2008)
CyberAge Books


eBook Editions Available

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Price: $39.95


A savvy guide to bridging yesterday’s technology and today’s innovations to meet tomorrow’s challenges

Based on more than 20 years of experience, this all-inclusive guide shows how to successfully implement Customer Relationship Management (CRM), the largest global software application today in terms of revenue. Combining helpful tips and techniques with a unique blueprint, this study illuminates the myriad issues that are critical to using people, process, and technology to achieve a superior level of customer satisfaction and loyalty. From structuring a team and adjusting operations to addressing data integrity and security concerns, CRM users and their respective firms will learn to adapt to emerging marketplace demands, key technology innovations, and the wireless world. Tackling real-time issues from different angles, this handy reference also includes a collection of appendices offering examples of the sales process, software solutions, service providers, and a glossary of terms.


"Vital real-time business advice for the customer-centric organization." —Stan Davis, coauthor, The Art of Business and Blur: The Speed of Change in the Connected Economy

Gets to the heart of what a successful CRM implementation is all about—people, process, and technology—and makes the powerful case for doing CRM in real time. You can save hundreds of hours and thousands of dollars by reading this book before taking on a CRM initiative." —Bob McLaughlin, former VP, McGraw-Hill

"Barton Goldenberg shares his proven CRM Roadmap and his analysis of CRM in an always-on digital ecosystem. CRM in Real Time is a winner!" —Tim Bajarin, president, Creative Strategies, Inc.

"The author's ability to tie together two decades of providing tried and true CRM guidance with his analysis of CRM in a future digital world makes this book an invaluable read." —Dr. Richard Feinberg, director, the Center for Customer Driven Quality, Purdue University

"Provides an inside look at how your organization can achieve meaningful ROI on its current and future CRM investment." —John Caputo, president, Maximizer Software

Author Biography

Barton J. Goldenberg is the founder and president of ISM, Inc., whose clients have included AAA, IBM, Johnson & Johnson, Nestle, Nike, PepsiCo, the U.S. Department of Defense and Postal Service, and Verizon. He is a columnist for CRM Magazine, a contributor to eWeek newsletter and Sales & Marketing Management magazine, and was recognized by CRM Magazine as one of the 10 most influential people in CRM and one of the 20 most influential CRM executives of the year. He is the author of CRM Automation and the benchmark report, Guide to CRM Automation. He lives in Bethesda, Maryland.