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.