CRM at the Speed of Light

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A social revolution in communication has emerged, driven by smartphones and social web tools that provide real-time intelligence to customers. In this hyper-connected environment, a Social CRM strategy centered on collaboration and customer engagement is essential for business success. The effectiveness of Social CRM lies in how companies respond to customers' control of the conversation. Paul Greenberg, a CRM expert, outlines best practices for successful Social CRM implementation, emphasizing the importance of involving customers in a synergetic discussion that fosters trust and transparency. This edition explores innovative strategies for customer engagement used by leading companies and offers expert guidance for organizations to adopt these advancements. It also reviews the latest technological developments in CRM operations and explains the multifaceted CRM framework. Greenberg, recognized as the #1 CRM influencer by InsideCRM, is the President of The 56 Group, LLC, and a founding partner of BPT Partners, LLC. His insights on social media's role in CRM highlight its potential for enhancing customer collaboration. Praise from industry leaders underscores the book's significance in understanding the shift towards a more connected and collaborative enterprise, making it an essential read for those committed to prioritizing the social customer.