Customer Relationship Management Tutorial

Omg! Your Customer Really Is Your Bff!

• Bursting The New Mythology: Zeus Drops To Earth
• How The Book Is Organized
• Starting With A Test
• Welcome To The Era Of The Social Customer
• What's A Customer Ecosystem?
• The Social Customer Needs Your Attention To Get Theirs

Crm,cmr,vrm Or . . . Who Cares?

• Traditional Crm
• From Crm To Cmr
• Social Crm
• Social Crm Technology: Features, Functions, Characteristics
• The Social Stack
• Social Crm And Vrm
• Vendor Relationship Management (vrm)
• Now Do You See Crm, Social Crm, And Vrm?

The Customer Owns The Experience

• The Transition From Management To Engagement Through Experience
• Superstah!responsetek
• A Guiding Principle For Crafting Experiences

Enterprise 2.0:not Exactly What You Think

• Defining Enterprise 2.0
• Enterprise 2.0: Here's Why You Need It
• What This Means For Crm

A Company Like Me:new Business

• Why?because We Like You And Trust You
• The New Business Models Unveiled
• Another Model Worth Getting Behind

Do You Have The Ring? Tools For Customer Engagement

• The Value Of Social Media In Crm
• Social Media
• Superstah! Lotus Connections

Love Your Customers Publicly: Blogs And Podcasts

• The Blogosphere
• How Do You Measure A Blog?
• Microblogging And More:tweeting On Twitter
• Superstah! Six Apart
• Podcasting:a Brief Look

Wikis Are A Weird Name For Collaboration, N’est Çe Pas?

• Crowdsourcing
• Superstah! Socialtext
• Wiki Wrap-up

Social Networks, User Communities: Who Loves Ya, Baby?

• The Conversation Can't Be Avoided
• Social Network Styles: What Models Can You Choose From?
• Managing The Community
• The It Landscape
• The Vendor Picture
• Superstah! Neighborhood America

Movin’ And Groovin’: The Use Of Mobile Devices

• A Needy Market
• Why The Growth?
• What's It Look Like? Mobile Technology
• Considerations In Mobile Enterprise Planning
• Untethered Benefits
• The Future: Social Crm Gets Down And Wireless
• Superstah! Research In Motion, Sap, And Crm 2007 For The Blackberry

The Collaborative Value Chain

• Transparency In Customer Relationship
• The Systems
• Back And Front Office Integration: Bad Story, Good Story
• Integrating The Back With The Front-still Not Too Shabby
• A Mini-conference
• Now Meet The Customer: The Collaborative Value Chain
• Ecosystems Begin To Rule
• Building The Collaborative Value Chain
• Superstah! Sap

Sales And Marketing: The Customer Is The Right Subject

• Sales And Marketing Are Now Integrated, Aren't They?
• Sales 2.0: Customer Expectations Have Changed
• Leads And Opportunities: The Feeling Is Mutual
• Special Circumstances Include The New Norm
• Handling Opportunities Better And Way Cooler
• Superstah! Oracle Social Crm
• Sales Intelligence: Mo' Better, Richer, Deeper
• The Sales 2.0 Value Proposition
• Marketing,uh,2.0: New Mindset,new Tools
• Listen Up! The New Competition Is Attention
• Getting On The Cluetrain Manifesto
• Authenticity Trumps Consistency
• The Marketing Model: Old Vs. New
• Social Media And Marketing: More Than Just Du Jour
• Crm Vendors Have A Problem Here: Poor Apps,but Improving

Customer Service Is Our Name—and Our Game

• Customer Complaints Go Viral-and You Love It
• The Definition Of Customer Service
• Building A New Customer Service Model
• Technology Finds 21st Century Customer Service
• Superstah! Right Now: Building Beyond The Traditional
• Superstah! Helpstream: Community-driven Customer Service
• Closing It Out

The Difference:crm,the Public Sector,and Politics

• From 2004 To Now-wow,what A Difference
• In Re: Engagement By The Administration
• The Case Of Singapore: Social Crm In Action
• Politics No Longer Poker-bluffing Don't Woik
• The Technology Champs
• Superstah! Blue State Digital

Soa For Poets

• Evaluating Architecture
• The Architectures
• Enterprise Service-oriented Architecture
• Superstah!
• Rest/woa
• Superstah! Sage Software

At Home Or In The Clouds-and In Open Spaces Between

• On-premise
• On-demand
• The Players
• Superstah! Netsuite
• Choosing Saas Vs. On-premise: Comparative Checklist
• Open Source: Not Quite Any Of Them
• Superstah! Sugarcrm
• Cloud Computing: Wispy Or Real?

Big Picture,big Strategies

• Introducing Strategy
• A Case Study

Mapping The Customer Experience

• The Benefits Of Your Customer's Lovely Experience
• Why Customer Experience Mapping?

Process And Data Go Together Like…crm Operations

• Not Just Your Transaction's Data Anymore
• It's The Process, Man
• Superstah! Process-driven Crm: Sword Ciboodle

Value Given,value Received

• Analyzing The Return On Crm
• What Are Analytics?
• A Very Brief Primer On Analytics
• Analytics In Service Of Insight = Loyalty,advocacy
• Measuring The Social Customer's Value
• Superstah! Sas And Customer Experience Analytics

When You Buy The Application,you Buy The Vendor,though You Don't Implement Him

• Despite Your Wishes, The Vendor Matters
• Moving Forward: The Implementation Begins
• Executing Perfectly: Bigmachines Does It Right
• Closing Up For The Night

Waving To The Future

• Now It's My Turn To Be A Fortuneteller, Err, Forecaster
• In (dim) Sum

Customer Relationship Management Interview Questions