--- product_id: 12783235 title: "CRM at the Speed of Light, Fourth Edition: Social CRM 2.0 Strategies, Tools, and Techniques for Engaging Your Customers" price: "R2448" currency: ZAR in_stock: true reviews_count: 11 url: https://www.desertcart.co.za/products/12783235-crm-at-the-speed-of-light-fourth-edition-social-crm store_origin: ZA region: South Africa --- # CRM at the Speed of Light, Fourth Edition: Social CRM 2.0 Strategies, Tools, and Techniques for Engaging Your Customers **Price:** R2448 **Availability:** ✅ In Stock ## Quick Answers - **What is this?** CRM at the Speed of Light, Fourth Edition: Social CRM 2.0 Strategies, Tools, and Techniques for Engaging Your Customers - **How much does it cost?** R2448 with free shipping - **Is it available?** Yes, in stock and ready to ship - **Where can I buy it?** [www.desertcart.co.za](https://www.desertcart.co.za/products/12783235-crm-at-the-speed-of-light-fourth-edition-social-crm) ## Best For - Customers looking for quality international products ## Why This Product - Free international shipping included - Worldwide delivery with tracking - 15-day hassle-free returns ## Description Publisher's Note: Products purchased from Third Party sellers are not guaranteed by the publisher for quality, authenticity, or access to any online entitlements included with the product. Best practices for a successful Social CRM implementation Social CRM is critical to business success in today's hyper-connected environment. Customers' expectations are so great and their demands so empowered that a Social CRM strategy must be built around collaboration and customers engagement, not traditional operational customer management. It's the company's response to the customer's control of the conversation that makes Social CRM work. Written by CRM guru Paul Greenberg, CRM at the Speed of Light, Fourth Edition , reveals best practices for a successful Social CRM implementation. Greenberg explains how this new paradigm involves the customer in a synergetic discussion to provide mutually beneficial value in a trusted and transparent business environment. Throughout this definitive volume, you'll find examples of the new strategies for customer engagement and collaboration being used by cutting-edge companies, along with expert guidance on how your organization can and should adopt these innovations. CRM at the Speed of Light, Fourth Edition , reviews the latest technological developments in the operational side of CRM, including vertical applications, and explains the fundamentals of the multifaceted CRM framework. Find out why Paul Greenberg was named the #1 CRM influencer by InsideCRM in the completely recast edition of this international bestseller. Praise for CRM at the Speed of Light "[This book] is a testament to Greenberg's profound grasp of the control revolution that is upon us. Customers seizing control from business. Citizens demanding control and accountability from their governments. Political campaigns and charities being rewarded by shifting power to their supporters. Quite simply, it is the definitive work for anyone committed to putting the social customer at the center of their operation." -- Brian Komar, Director of Interacitve Marketing and CRM, Center for American Progress "With great insights, great stories, and great information, Paul Greenberg analyzes the impact of every major industry development on vendor/customer relationships. Not only is he on top of his game, he makes reading this edition as enjoyable as it was to read the previous three. This is an absolute must-read for anyone serious about understanding how to best serve today's social customer." -- Brent Leary, CRM industry analyst and co-author of Barack 2.0: Social Media Lessons for Small Business "This edition is packed with new insights about how online conversations are changing the nature of customer relations. Think the CRM market is crazy now? Hitch a ride on Greenberg's shoulders because you ain't seen nothing yet." -- Paul Gillin, author of The New Influencers and Secrets of Social Media Marketing ." "As we make the shift to SCRM, Paul's insights provide a much needed framework on how to navigate a more connected, social, and collaborative enterprise." -- R "Ray" Wang, Partner, Enterprise Strategy, Altimeter Group, LLC "Paul Greenberg is one of the most astute minds in CRM and social media today. His book remains the bible for companies employing CRM. The added focus on blending new and social media into Paul's philosophy of CRM will keep this as the first book companies reach for to enhance the customer relationship in the new century." -- Jay Dunn, Vice President of Marketing, Lane Bryant "Paul Greenberg shares his unparalleled expertise on the dramatic Review: It is not a matter of 'if' but 'when' you will need this book - My intent had been to write a review as soon as I finished reading the entire book. The problem is, I need to admit, I have not finished reading the entire book. This is not due to lack of effort, focus or any other excuse. See, I have read certain chapters 2 or 3 times, this put me behind schedule. The pages are scribbled on and dogeared. Well, there is one other reason, which did cause me to drag my feet a bit, but that is no longer a fair excuse. See, a running theme of the text is about Social - not the hype and buzz - rather why you as someone with customers needs to understand about it. Back to the reason I was dragging my feet, if you read all that Paul has to offer in this book, there will be less of a need for people like me - there I said it. But, that is not very social of me... Sorry for the delay. I am a CRM practitioner, I help companies of all sizes to understand, develop a strategy and implement CRM solutions. I talk about it and I blog about it. My approach to writing this review is both about giving a potential purchaser a sense of what the content is about, as well as the approach taken by the author. While I might attempt to give you a sense of his writing style, I could not do it justice. Let's face facts, reading several hundred pages on a business topic with a large component of technology included might scare some folks - But NOT when Paul is the author! He talks to you, engages you throughout the text. He is having a conversation with you, about something he is passionate about, and that shines through. What you might find useful are a couple words about the content. The customer - your customer is a new beast. Empowered, smart, demanding and value driven - by the way, they are vocal too. From cover to cover this is the focus. Whether it is about Sales, Marketing, Operations, Architecture, Technology or Analysis it is filled with information, and it is understandable by people. I do not just mean C-level, IT, Sales folks, Call Center Managers. There is not just 'something for everyone' there is a lot for everyone. I hope you get as much out of this as I do (It is not a one time read!) Review: At first, regret, then delight! - I must admit, when the book arrived I had a sinking feeling...650 pages or so on top of all of the other stuff I have to read. But the book is a sheer delight and I find myself rushing back to read more. It's also chock a block full of incredibly useful and interesting information. Social CRM is primarily about listening to the voice of the customer and bringing it deep within the organisation to inform and scuplt strategy. It focuses on customer engagement and building end-to-end customer experiences that delight and build loyalty. Social media is just one part of a much bigger picture in understanding and communicating with the customer. The old rules of CRM still apply, but social CRM adds a further dimension (probably the most important) to a key business process that can impact ultimately whether a company succeeds or fails. Paul Greenberg is a very entertaining writer and I found myself agreeing, nodding, calling to mind examples in my own life and business and at times, laughing out loud. This is a great book and I wish I'd known about it sooner. It's filled with tons of really good stuff, and the writer builds argument upon argument illustrated with lots of relevant examples and input from industry experts. It's weighty but punctuated with lightheartedness. I especially love his use of the English language with full sentences comprising of "Gulp." and "BUT." To my mind, this book is for every business, big or small. Greenberg is a phenomenal teacher and is generous with his knowledge. A revolution is underway for sure and the winners will include Greenberg's thinking in their strategy. I was just a little disappointed that there wasn't a reference section, but then realized that the information had been built on a breath-taking array of sources - social conversations, blogs, wikis, industry contacts, phone intervews...the list goes on and on as well as the traditional stuff - academic papers etc. It would have required another tome. Not only is 650 pages too short - I can't wait for his next book, I know, I know, you said it before, Paul, no more CRM books. Ah go on! ## Technical Specifications | Specification | Value | |---------------|-------| | Best Sellers Rank | #2,373,444 in Books ( See Top 100 in Books ) #378 in E-Commerce (Books) #1,183 in Business Marketing #1,298 in Customer Relations (Books) | | Customer Reviews | 4.4 out of 5 stars 45 Reviews | ## Images ![CRM at the Speed of Light, Fourth Edition: Social CRM 2.0 Strategies, Tools, and Techniques for Engaging Your Customers - Image 1](https://m.media-amazon.com/images/I/61nUWIL4maL.jpg) ## Customer Reviews ### ⭐⭐⭐⭐⭐ It is not a matter of 'if' but 'when' you will need this book *by M***N on January 30, 2010* My intent had been to write a review as soon as I finished reading the entire book. The problem is, I need to admit, I have not finished reading the entire book. This is not due to lack of effort, focus or any other excuse. See, I have read certain chapters 2 or 3 times, this put me behind schedule. The pages are scribbled on and dogeared. Well, there is one other reason, which did cause me to drag my feet a bit, but that is no longer a fair excuse. See, a running theme of the text is about Social - not the hype and buzz - rather why you as someone with customers needs to understand about it. Back to the reason I was dragging my feet, if you read all that Paul has to offer in this book, there will be less of a need for people like me - there I said it. But, that is not very social of me... Sorry for the delay. I am a CRM practitioner, I help companies of all sizes to understand, develop a strategy and implement CRM solutions. I talk about it and I blog about it. My approach to writing this review is both about giving a potential purchaser a sense of what the content is about, as well as the approach taken by the author. While I might attempt to give you a sense of his writing style, I could not do it justice. Let's face facts, reading several hundred pages on a business topic with a large component of technology included might scare some folks - But NOT when Paul is the author! He talks to you, engages you throughout the text. He is having a conversation with you, about something he is passionate about, and that shines through. What you might find useful are a couple words about the content. The customer - your customer is a new beast. Empowered, smart, demanding and value driven - by the way, they are vocal too. From cover to cover this is the focus. Whether it is about Sales, Marketing, Operations, Architecture, Technology or Analysis it is filled with information, and it is understandable by people. I do not just mean C-level, IT, Sales folks, Call Center Managers. There is not just 'something for everyone' there is a lot for everyone. I hope you get as much out of this as I do (It is not a one time read!) ### ⭐⭐⭐⭐⭐ At first, regret, then delight! *by A***A on June 18, 2012* I must admit, when the book arrived I had a sinking feeling...650 pages or so on top of all of the other stuff I have to read. But the book is a sheer delight and I find myself rushing back to read more. It's also chock a block full of incredibly useful and interesting information. Social CRM is primarily about listening to the voice of the customer and bringing it deep within the organisation to inform and scuplt strategy. It focuses on customer engagement and building end-to-end customer experiences that delight and build loyalty. Social media is just one part of a much bigger picture in understanding and communicating with the customer. The old rules of CRM still apply, but social CRM adds a further dimension (probably the most important) to a key business process that can impact ultimately whether a company succeeds or fails. Paul Greenberg is a very entertaining writer and I found myself agreeing, nodding, calling to mind examples in my own life and business and at times, laughing out loud. This is a great book and I wish I'd known about it sooner. It's filled with tons of really good stuff, and the writer builds argument upon argument illustrated with lots of relevant examples and input from industry experts. It's weighty but punctuated with lightheartedness. I especially love his use of the English language with full sentences comprising of "Gulp." and "BUT." To my mind, this book is for every business, big or small. Greenberg is a phenomenal teacher and is generous with his knowledge. A revolution is underway for sure and the winners will include Greenberg's thinking in their strategy. I was just a little disappointed that there wasn't a reference section, but then realized that the information had been built on a breath-taking array of sources - social conversations, blogs, wikis, industry contacts, phone intervews...the list goes on and on as well as the traditional stuff - academic papers etc. It would have required another tome. Not only is 650 pages too short - I can't wait for his next book, I know, I know, you said it before, Paul, no more CRM books. Ah go on! ### ⭐⭐⭐⭐ Essential reading for anyone interested in the subject of CRM *by M***N on April 2, 2013* This book is essential reading for anyone interested in the subject of CRM. It provides a unique analysis of the impact of social media and technology on the customer relationship, resulting in a transfer of control to the customer vs. the previous models of transformation of the organization to focus on the customer from "inside-out." It also provides ample examples of how companies in a wide variety of industries are using tools and strategies of CRM in the era of social media. --- ## Why Shop on Desertcart? - 🛒 **Trusted by 1.3+ Million Shoppers** — Serving international shoppers since 2016 - 🌍 **Shop Globally** — Access 737+ million products across 21 categories - 💰 **No Hidden Fees** — All customs, duties, and taxes included in the price - 🔄 **15-Day Free Returns** — Hassle-free returns (30 days for PRO members) - 🔒 **Secure Payments** — Trusted payment options with buyer protection - ⭐ **TrustPilot Rated 4.5/5** — Based on 8,000+ happy customer reviews **Shop now:** [https://www.desertcart.co.za/products/12783235-crm-at-the-speed-of-light-fourth-edition-social-crm](https://www.desertcart.co.za/products/12783235-crm-at-the-speed-of-light-fourth-edition-social-crm) --- *Product available on Desertcart South Africa* *Store origin: ZA* *Last updated: 2026-11-13*