• CRM is six billion dollar industry'it is of primary interest to mid-to large-sized corporations, and the audience includes IT managers, CEOs, COOs, CTOs, and CFOs
• Part of Osborne's exciting and successful Computer World'Books for IT Leaders series
• Unique approach'written in functional, results-oriented language appropriate for the technical audience as well as for corporate decision-makers
• Boes beyond technology'covers an entire range of policies, services, and practices, and software solutions

Updated to reflect the major changes in Customer Relationship Management (CRM) in the last few years, this third edition of CRM at the Speed of Light: Capturing and Keeping Customers in Real Time is a must-read for executives looking to leverage the latest technologies on the market to reach and retain customers. Learn CRM concepts, discover what tools are available and which ones are suitable for your business, and get practical, expert advice on avoiding common pitfalls.

Key features

• Paul Greenberg's book is virtually the 'Bible' of CRM to many corporations. It accurately and comprehensively explains the concepts, the services, and the players. It is also opinionated and fun to read.
• The CRM playing field has been especially volatile during the past couple of years of economic downturn, so a lot has changed since the previous edition. The Third Edition will be a complete rewrite.
• CRM is a worldwide market, and the author will write with a global perspective. The current edition has been translated into several languages.
• The outline and approach of the Third Edition has been rethought to make it easier to use in the classroom. One important thing to note is that chapters are smaller; topics are presented in more succinct chunks. This also makes it easier for busy executives to extract just the information they want to know.