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| In CRM Real Time, Barton Goldenberg Offers Solutions for Empowering Customer Relationships |
April 14, 2008 |
April 14, 2008, Medford, New Jersey—Information Today, Inc. (ITI) announced the publication of CRM in Real Time: Empowering Customer Relationships by Barton J. Goldenberg.
Today's always-on, always-connected customer or client is reshaping the way Customer Relationship Management (CRM) is viewed and implemented by businesses, nonprofits, and government agencies. In CRM in Real Time, author Goldenberg (CRM Automation, Prentice Hall PTR, 2002) shares many of the lessons he learned during a 23-year career spent implementing more than 400 CRM enterprise-class systems. He illustrates that with the right mix of people, process, and technology firms can achieve a superior level of customer satisfaction, loyalty, and new business.
"Today, it is no longer an option to optimize your customer relationships," Goldenberg writes in the book's Introduction. "Given the more knowledgeable and less loyal customer base—particularly the Net generation—no organization can risk securing anything less than outstanding customer relationships. That means having up-to-the-minute customer knowledge and providing support from anywhere, anytime."
CRM in Real Time features 35 chapters organized in these six major parts:
An Introduction to CRM
People Issues
Process Issues
Business Applications and Technology Issues
Critical Issues
The Future
The book's seven appendices offer examples, lists of resources, and a glossary. The result is a practical and comprehensive handbook for any executive seeking to maximize a firm's customer relationships, coordinate customer-facing functions, and leverage the power of the Internet as business goes real time.
Advance Praise for CRM in Real Time:
"CRM In Real Time 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, Senior VP (retired), McGraw-Hill
"Vital real-time business advice for the customer-centric organization." -Stan Davis, co-author, The Art ofBusiness and Blur
"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.
Barton J. Goldenberg is founder and president of ISM, Inc., a leading Customer Relationship Management (CRM) and Real-Time Enterprise (RTE) strategic advisory offering consulting and research services to businesses, nonprofits, and government agencies. Goldenberg's clients have included AAA, IBM, Johnson & Johnson, Nestle, Nike, PepsiCo, U.S. Department of Defense, U.S.P.S., and Verizon. He is a columnist for CRM Magazine and a contributor to eWeek and Sales & Marketing Management. He is the author of a previous book, CRM Automation (Prentice Hall PTR, 2002).
CRM in Real Time: Empowering Customer Relationships (384 pp/softbound/$39.95/ISBN 978-0-910965-80-4) is a CyberAge Book from Information Today, Inc. It is available in bookstores through Independent Publishers Group (IPG) or by calling (800) 300-9868 [outside U.S. call (609) 654-6266]; faxing (609) 654-4309; emailing custserv@infotoday.com; or on the Web at www.infotoday.com. |
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