Amazon.com
About the Authors:

Robert Scoble helps run Microsoft's Channel 9 Web site. He began his blog in 2000 and now has more than 3.5 million readers every year. Scoble's blog has earned acclaim in Fortune magazine, Fast Company, and The Economist.

Shel Israel played a key strategic role in introducing some of technology's most successful products, including PowerPoint, FileMaker, and Sun Microsystems workstations.He's been an expert on innovation for more than twenty years.

An Excerpt from Naked Conversations:

Bloggings's Six Pillars: There are six key differences between blogging and any other communications channel. You can find any of them elsewhere. These are the Six Pillars of Blogging:

1. Publishable.Anyone can publish a blog.You can do it cheaply and post often. Each posting is instantly available worldwide.

2. Findable. Through search engines, people will find blogs by subject, by author, or both. The more you post, the more findable you become.

3. Social. The blogosphere is one big conversation. Interesting topical conversations move from site to site, linking to each other. Through blogs, people with shared interests build relationships unrestricted by geographic borders.

4. Viral. Information often spreads faster through blogs than via a newsservice. No form of viral marketing matches the speed and efficiency of a blog.

5. Syndicatable. By clicking on an icon, you can get free "home delivery" of RSS- enabled blogs into your e-mail software. RSS lets you know when a blog you subscribe to is updated, saving you search time. This process is considerably more efficient than the last- generation method of visiting one page of one web site at a time looking for changes.

6. Linkable. Because each blog can link to all others, every blogger has access to the tens of millions of people who visit the blogosphere every day.

You can find each of these elements elsewhere. None is, in itself, all that remarkable. But in final assembly, they are the benefits of the most powerful two-way Internet communications tool so far developed.

Other Blogging Books

Blogging For Dummies

Buzz Marketing with Blogs For Dummies

Publishing a Blog with Blogger

Book Description

From the creator of the number one business blog comes a powerful exploration of how, and why, businesses had better be blogging: Naked Conversations.

According to experts Robert Scoble and Shel Israel, blogs offer businesses something that has long been lacking in their communication with customers -- meaningful dialogue. Devoid of corporate-speak and empty promises, business blogs can humanize communication, bringing companies and their constituencies together in a way that improves both image and bottom line.

The authors use more than 50 case histories to explain why blogging is an efficient and credible method of business communication. You'll find yourself excited about the possibilities blogs present after reading just a few pages. Discover how:

• Prominent business leaders, including Mark Cuban of the Dallas Mavericks, Bob Lutz from General Motors, and Jonathan Schwartz of Sun Microsystems, are beginning to use blogs to connect with their customers in new ways.
• Blogging has changed the rules of communication and competition.
• You can launch an effective blogging strategy and the reasons why you should.

Featuring a foreword by Tom Peters, this is a resource you and your business can't do without.

Download Description

From the creator of the number one business blog comes a powerful exploration of how, and why, businesses had better be blogging According to these experts, blogs offer businesses something that has long been lacking in their communication with customers-meaningful dialogue. Devoid of corporate-speak and empty promises, business blogs can humanize communication, bringing companies and their constituencies together in a way that improves both image and bottom line. With a Foreword by Tom Peters, author of such business bibles as In Search of Excellence, this book uses more than 50 case histories to explain why blogging is an efficient and infinitely more credible method of business communication. Blogs are easily linked, allowing information to spread rapidly, and blog readers are active, not passive, participants in the communication. Business and marketing decision-makers will find themselves excited about the possibilities after just a few pages. Interviews with Mark Cuban of the Dallas Mavericks, Bob Lutz from General Motors, Jonathan Schwartz of Sun Microsystems, and other prominent business leaders showcase how businesses are beginning to use blogs to connect with customers in new ways Explores how blogging has changed the rules of communication and competition Gives business owners the tools to launch an effective blogging strategy and the reasons why they should Robert Scoble (Redmond, WA) is a technical evangelist who helps run Microsoft's Channel 9 Web site. He is also the company's best-known blogger, whose blog is read by more than 3.5 million people annually and is the top-ranking business blog among Technorati's Top 100. Shel Israel (San Carlos, CA) has been a consultant for more than 20 years and played a key strategic role in introducing some of technology's most successful products, including PowerPoint, FileMaker, and Sun Microsystems' workstations.

Customer Reviews:

Very Helpful.......2007-08-09

As a novice blogger and blog reader, I found this book to be a very helpful initiation into the culture of blogging. While the authors can be a bit "preachy" at times, they do get their message across and I find that their views on what blogging is all about ring true.

If you are already out there in the blogosphere, you will probably not find anything new here. However, if you are just getting your start, and especially if your business is just getting its start in blogging, this is an important book to read.

Great book!.......2007-07-23

I'm really enjoying the book. I'm blogging for my company, and was very interested in the insights of these men. They offer far more than just blogging guidelines - they offer a window into how our communication styles have developed in the digital age, and how to serve our employers with our communications.

Great book - I'm recommending to friends.

Received quickly & in great condition.

Every Marketing person should read this book.......2007-06-01

Blogs are another way of marketing a company's products and services and drawing folks into the raison d'etre for the company doing certain things, or going in a certain direction. Websites offer information, but no dialog.
My take on this book is that .. this is a must read for every Marketing person. Blogs have a huge potential for making companies look human and help sell products.
The book is very 'straight from the heart'. You can see that all over the place :). These guys are really into blogging and passionately so.
The industry examples are very good. Google and Apple not encouraging blogging was a big surprise.

A Practical Guide to Corporate Blogging.......2007-04-07

Naked Conversations is an insightful guide to the phenomenon of corporate blogging. Robert Scoble and Shel Israel have taken the fundamental message of The Cluetrain Manifesto--the claim that `markets are conversations'--and explored its business implications. Less visionary than The Cluetrain Manifesto, Naked Conversations is far more practical and instructive. It's the kind of book that you could recommend to your boss if he wanted to know why he should encourage his employees to blog about work.

The authors put forward a convincing case that businesses large and small need to take blogging seriously. On the one hand, corporate blogging can provide excellent return on investment, particularly in terms of search engine rankings but also, less quantifiably, in shared community perceptions. On the other hand, ignoring the blogosphere or entering it without taking account of its culture risks injuring a company's credibility. A key point is that blogging, unlike traditional public relations, is as much or more about listening as it is about speaking.

The authors divide the book into three sections. The first provides a series of case studies exploring different aspects of corporate blogging. Scoble and Israel point to corporate (and national) culture as the major differentiator between companies which encourage blogging and those which do not. Some companies like Google and Apple have turned corporate secrecy into a competitive strategy. Others simply let the big boss blog, preferring not to allow the minions to express themselves in their own voices. Microsoft and Sun are among the forward-thinking corporations which recognize the public relations value of encouraging their employees to talk online about the products and ideas they care about. The second section gives very practical tips about how and how not to blog about business. The third section, which is the shortest, provides a broader perspective on the place of blogging among other emerging technologies and trends.

Robert Scoble did a tremendous job with Channel 9 while he was at Microsoft. His video interviews introduced me to the people building the technologies I use everyday. I now feel a kind of personal connection to Microsoft and its employees. This would never have happened through advertising and traditional public relations. It came as a result of letting employees speak publicly about what they are working on. Rather than thinking about the company as a `Borg,' I regard Microsoft as a collection of extremely interesting and creative individuals who also listen and respond to what others have to say about their products.

Naked Conversations is not a technical book about how to set up a blog. Rather, it's an introduction to the culture of blogging and how it contributes to business today. Clearly, anyone considering blogging about business will want to read this book first--not just to avoid getting `dooced'--but to gain the right perspective on the risks and returns of talking and listening to customers online.

Good ONE.......2007-03-28

I think the book is really good if you don't have read any book about blogs.
Just in this case, buy it.
Otherwise, just read blogs, do not need any book.
At least this is what I think.

Best Regards,

Average customer rating: A Practical Guide to CRM A hearty Recommendation There are Many Reasons to Buy this Book Should be on every Business Executive's Reading List

A Practical Guide to CRM Janice Reynolds Manufacturer: CMP Books ProductGroup: Book Binding: Paperback Communications | Skills | Business & Investing | Subjects | Books General | Business & Investing | Subjects | Books Customer Service | Industries & Professions | Business & Investing | Subjects | Books MIS | Industries & Professions | Business & Investing | Subjects | Books Consumer Behavior | Marketing & Sales | Business & Investing | Subjects | Books Manager's Guides to Computing | Business & Culture | Computers & Internet | Subjects | Books General | Computers & Internet | Subjects | Books Similar Items: The CRM Handbook: A Business Guide to Customer Relationship Management (Addison-Wesley Information Technology Series) CRM at the Speed of Light, 3e Harvard Business Review on Customer Relationship Management Why CRM Doesn't Work: How to Win by Letting Customers Manage the Relationship Managing Customer Relationships: A Strategic Framework ASIN: 1578201020

Book Description

In today's global economy the customer has more and better choices than ever before, bringing on one of the biggest challenges the business community faces today - customer loyalty and retention. To thrive in today's customer-driven economy a company need

This book explores how to use CRM to integrate all channels and media of customer contact from the Internet through field sales into one system, and how to link CRM tools with sales partners both up and down the supply chain. The emphasis is on knowing the customers and focusing on their needs, in order to to better deploy resources and achieve lower costs, higher revenue, and increased customer loyalty.

Customer Reviews:

A Practical Guide to CRM.......2006-02-25

Redundant reference to nearly every main point. This book could easily have been one third the length and twice as effective if the author had been concise.

A hearty Recommendation.......2002-07-31

The author has clearly explained CRM, its premise, it application within the workplace, and its components, processes and technical underpinnings. The book provides the reader with a coherent definition and then backs it up with a CRM action plan that provides a distinct link to business essentials within the scope of a concise understanding of the broad range of processes that it takes to implement CRM. The author does a great job of explaining the necessity of bringing together the business, its processes and technology and does so in a very down to earth manner (no technospeak). The book then provides the reader with a very clear diagram of what is needed to bring a specific CRM application to fruition.

This book provides a very balanced picture of CRM. So if you need to understand CRM, its value, how it relates to business processes and what it takes to implement it, this book is for you. The checklists are invaluable and it gives you basically everything needed for a successful CRM implementation.

There are Many Reasons to Buy this Book.......2002-07-20

The book should be on the reference shelf of any manager or executive contemplating, implementing or working with CRM since it does a wonderful job of covering the business issues and technical parameters and requirements of CRM. For example, the author goes into considerable detail about how and why CRM is important to meeting business requirements and devotes many pages to the vendor and partner selection process. Furthermore, the book covers CRM from not only the IT viewpoint, but also from the departmental manager and executive office's perspective. I think it would be hard to find a book with a more comprehensive road map to CRM. Yet, the book is an easy read.

Should be on every Business Executive's Reading List.......2002-05-18

If you're involved in CRM, or are in a company that is considering CRM then this book should be your CRM Bible. It provides a thorough, well-organized treatise on all aspects of CRM. The author not only provides a full explanation of what CRM is and what CRM IS NOT, she also walks the reader through planning a business case, dealing with the human element, planning stages, project management and finally implementation. Every section is thoroughly covered, from RFP to vendor selection to outsourcing.

Average customer rating: Not insightful Wow! Very Good Reading - even for small business crm interest Great tehnology review What a great education!

CRM at the Speed of Light, 3e Paul Greenberg Manufacturer: McGraw-Hill Osborne Media ProductGroup: Book Binding: Hardcover General | Business & Investing | Subjects | Books Customer Service | Industries & Professions | Business & Investing | Subjects | Books Management | Management & Leadership | Business & Investing | Subjects | Books Web Marketing | Business & Culture | Computers & Internet | Subjects | Books E-Commerce | Business & Culture | Computers & Internet | Subjects | Books General | Computers & Internet | Subjects | Books General | Databases | Computers & Internet | Subjects | Books General | Operating Systems | Computers & Internet | Subjects | Books Real-Time Data Processing | Algorithms | Programming | Computers & Internet | Subjects | Books All Amazon Upgrade | Amazon Upgrade | Stores | Books Business & Investing | Amazon Upgrade | Stores | Books Computers & Internet | Amazon Upgrade | Stores | Books Similar Items: The CRM Handbook: A Business Guide to Customer Relationship Management (Addison-Wesley Information Technology Series) Harvard Business Review on Customer Relationship Management A Practical Guide to CRM Why CRM Doesn't Work: How to Win by Letting Customers Manage the Relationship Managing Customer Relationships: A Strategic Framework ASIN: 0072231734

Book Description

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.

Customer Reviews:

Not insightful.......2007-05-24

This a book that's not terribly insightful about CRM. It's a broad brush overview of commercial applications in the space and some conventional wisdom. Found it to have much repetitious pedantic pages. Wished that there were more discussion on business process and best practices.

Wow!.......2007-05-14

Great resource! Filled with lots of statistics for CRM industry and great insite into the challenges.

Very Good Reading - even for small business crm interest.......2003-11-04

This is an excellent book for those interested in understanding the strategy behind CRM.

Great tehnology review.......2003-06-14

This is the bible for defining what CRM is, and is not, as well as categorizing all the technology offerings and giving good advice as to how to choose the right technology. I also read "CRM For The Common Man" by Russ Lombardo and thought it was a great precursor to CRM at the Speed of Light. CRM For The Common Man describes how to plan your CRM strategy up front, while Greenberg's book takes you to the next steps involving the technology. A great pair.

What a great education!.......2002-03-15

This book was truly one of the greatest educational books I've read. Whether it was intended for this or not, I don't know but what a great business overview of what CRM is as a whole. Paul's ability to simplify and his great sense of humour makes this book easy to read, easy to understand and was actually one of the most fun and informative books I've read in awhile. If your looking for a great understanding of CRM with a book that is hard to put down, this is the one. I can't wait for his second edition!

Average customer rating: Great help for the new user. Dumming it down for an admitted dummy You'd be a dummy not to buy this book! Best salesforce.com Reference Material Available!!! Drivers, Start Your Engines!!

Salesforce.com For Dummies Thomas Wong Manufacturer: For Dummies ProductGroup: Book Binding: Paperback General | Business & Investing | Subjects | Books Customer Service | Industries & Professions | Business & Investing | Subjects | Books Web Marketing | Business & Culture | Computers & Internet | Subjects | Books For Dummies: Applications | Introductory Guides | Software | Computers & Internet | Subjects | Books General | Accounting | Business | Software | Computers & Internet | Subjects | Books General | Business | Software | Computers & Internet | Subjects | Books General | Software | Computers & Internet | Subjects | Books General | Computers & Internet | Subjects | Books All Amazon Upgrade | Amazon Upgrade | Stores | Books Business & Investing | Amazon Upgrade | Stores | Books Computers & Internet | Amazon Upgrade | Stores | Books For Dummies | Amazon Upgrade | Stores | Books Similar Items: The CRM Handbook: A Business Guide to Customer Relationship Management (Addison-Wesley Information Technology Series) Ask Questions, Get Sales: Close The Deal And Create Long-Term Relationships 2nd Edition WebEx Web Meetings For Dummies Microsoft CRM 3 For Dummies (For Dummies (Computer/Tech)) The New Solution Selling: The Revolutionary Sales Process That is Changing the Way People Sell ASIN: 0764579215

Book Description

* Shows sales people, marketers, and customer service representatives how to harness the power of Salesforce.com to enhance productivity, improve customer relations, and boost sales
* Salesforce.com, which has more than 147,000 subscribers at 9,800 companies worldwide, won InfoWorld's Best Hosted Application award in 2004
* Covers navigating Salesforce.com, managing leads, understanding customers and competitors, keeping track of contacts, creating a sales forecast, managing users, creating service and support e-mails, working with campaigns, using the report wizard, and more

Customer Reviews:

Great help for the new user........2005-09-22

I purchased several copies of the book for my sales team whose technical proficiency was across the board. While all of the material is covered in the online help available from Salesforce.com, several team members felt much more comfortable with a book that they could hold. It is a great help in getting all of the team members to use the same nomenclature which is the first step in any sales "methodology" becoming effective.

Those wishing a deeper dive, should look at the author's other books targeted towards a more advanced and technical audience.

Dumming it down for an admitted dummy.......2005-02-07

As a new user to the CRM program, Salesforce.com, I was overwhelmed by the amount of information presented on the website. My first thought was, "I wish somebody would writed a "Dummy" book for the program. I was pleasantly surprised to find out that it was being released and ordered my copy immediately. I received my copy shortly and began reading and applying the data presented in the book.

While I will continue to avail myself of the training presented on the Salesforce.com site, the presentation of the data in Salesforce.com for Dummies has given my use of the program a real kick-start.

The writer (Mr. Wong), has written this book for users of the program, not for computer programmers. The data is laid out in concise, easy-to-understand terms which even "sales-types" like myself can understand. Applying the suggestions in the chapter on customization has saved me hours of "hair-pulling" work.

I will continue to reference this book and will make it required reading for all those in my company using Salesforce.com. It makes a great CRM program even better, because we will now be able to use all of the features, rather than a few basic one.

You'd be a dummy not to buy this book!.......2005-02-06

"Salesforce.com for Dummies" is, hands down, the best reference guide for salesforce.com users and administrators alike. Tom Wong has done an excellent job with this book. It is packed with useful tips that will help even the most experienced users and/or administrators get more from Salesforce.com. If you are ready to maximize your investment in Salesforce.com, pick up "Salesforce.com for Dummies." You'd be a dummy not to buy this book!

Best salesforce.com Reference Material Available!!!.......2005-02-06

Tom Wong's book "Salesforce.com For Dummies" provides a fantastic overview of salesforce.com, whether you are an end user or a system administrator. The book clearly outlines the functionality of the product and it includes a great deal of information that will help users leverage the full power of salesforce.com. Salesforce.com users of all experience levels will find relevant information in this book. I have been using salesforce.com for more than three years, and I found several helpful tips that are going to allow me to use salesforce.com more productively in the future.

My company has been using salesforce.com since October 2001, and we use it throughout several functional areas of the company (e.g. Sales, Customer Service, Product Management, Project Management, Executive Management, etc..) I have requested that our Human Resources department make "Salesforce.com For Dummies" available to all current users as an ongoing reference material and to all future users as part of their orientation and training.

I would strongly recommend "Salesforce.com For Dummies" to anyone who uses salesforce.com on a regular basis. In my opinion, this is the best reference material available for salesforce.com.

Drivers, Start Your Engines!!.......2005-02-05

As a salesforce.com system adminstrator, I found this book to be invaluable. As intuitive as the system is, the topics covered are on point to the needs of users, managers and administrators alike. I found that tasks I learned to do in 15 minutes using the online help features included with the salesforce.com tool, can be done and learned in less than 2 minutes following the clear and concise instructions.

Throughout the book are examples of how customers use the tool as well as best practices and are a terrific addition to this handy guide.

With this book, I was not only ready to roll on with salesforce.com, but to accelerate quickly to leverage the tool to my sales team and across the enterprise.

Average customer rating: You will find much more substance in the Sugar documentation Rare book A Great Read Implementing SugarCRM Not what I was expecting

Implementing SugarCRM: A step-by-step guide to using this powerful Open Source application in your business Michael J.R. Whitehead Manufacturer: Packt Publishing ProductGroup: Book Binding: Paperback Customer Service | Industries & Professions | Business & Investing | Subjects | Books Internet | Home Computing | Computers & Internet | Subjects | Books | Internet & Education | Online Searching | Web Browsers | Web for Kids General | Software | Computers & Internet | Subjects | Books Web Services | Web Development | Computers & Internet | Subjects | Books All Titles | Qualifying Textbooks - Fall 2007 | Stores | Books Similar Items: SugarCRM Developer's Manual: Customize and extend SugarCRM Building Telephony Systems with Asterisk TrixBox Made Easy CRM at the Speed of Light, 3e Asterisk: The Future of Telephony ASIN: 190481168X

Book Description

Written by a veteran SugarCRM expert and experienced documentation author (not to mention official SugarCRM Rock Star!), this book is the definitive guide to implementing SugarCRM. SugarCRM is the leading open source web based customer relationship management system. It is available in both free open source and commercial versions, making it an ideal way for small-medium business to try out a CRM system without committing large sums of money. Although SugarCRM is carefully designed for ease of use, attaining measurable business gains requires careful planning and research. This book distils hard won SugarCRM experienced into an easy to follow guide to implementing the full power of SugarCRM. Using a unique checklist approach the book works from the SugarCRM basics right up to advanced features in a clear, friendly way. It is carefully designed to distil hard-won SugarCRM wisdom from a recognized expert into a clear, readable, practical guide. By helping you clarify your business goals the book enables you to build a CRM system to support your business needs, and shows SugarCRM in a realistic business setting through an Extended case study. SugarCRM is an extensive PHP/MySQL based application but with its rich administration interfaces no programming is required to get the most of it. This book is ideal for small-medium business owners/managers with reasonable IT skills, who want to implement SugarCRM for themselves as either a first CRM or as a replacement for existing solutions. It will also be a valuable resource for IT staff tasked with implementing, maintaining, or upgrading a SugarCRM installation

Customer Reviews:

You will find much more substance in the Sugar documentation.......2006-12-16

OK, I generally do not write reviews when I like a product. I let others do that (since there are plenty of people who do write positive reviews). But I take it upon myself to let others know when the product sucks. This is one of those occasions.

I am very disappointed with this book for the following reasons:

1. With all the great reviews, I had thought that this would solve world hunger and then some. It went through this book in exactly 40 minutes, scanning over each chapter looking for something that I already did not know. I could not find anything. NOTHING. Nothing at all.
2. It has precious little information about installing, customizing and troubleshooting the application for your specific business needs, which will occur if you are doing anything useful with the application.
3. The documentation pdfs that the sugar folks have put together are much more involved and detailed, not to mention concise and free.
4. The price of this book suggests that it would be a detailed work. The author actually did no research/make any contribution to what already exists in public domain. I felt cheated. Looks like someones idea of making a quick buck. Disgusting.

Rare book.......2006-10-16

I rate this book with 5 stars because:

1. It presents clear, very clear explanation what a CRM for a small- mid-size business is.
2. The author has background as small- mid-size business manager/owner so he speaks not from technology geek point of view but from business owner/manager point of view. All goals are first of all business goals, not some technological gains.
3. Very clear explanation of open-source SugarCRM.
4. Interconnection of all items (CRM, SMB needs, SugarCRM abilities) together under excellent examples of imaginary small business implementing SugarCRM.

Overall very rare book in these days which speaks about business first of all and speaks with authority of "been there done that". As SugarCRM user myself I find this book extremely useful.

A Great Read.......2006-04-03

This author clearly understands small and medium business, and Sugar CRM - I would recommend this book to anybody. Worth every penny!!!!!!!

Implementing SugarCRM.......2006-03-31

We're now in the process of implementing SugarCRM in our business and I've found this book to be an invaluable tool in helping us during this process.

The writing is clean and clear and the author has added some flavor to what can be a dry subject.

I would highly recommend it to anyone using or considering using SugarCRM in their business.

Not what I was expecting.......2006-03-29

If you are looking for a book that describes what a CRM is, why you would want one, how you can use one and how SugarCRM may be right for you, then this is a great reference.

But, if you know what a CRM is and why you need/want one and are hoping to learn how to add features/functions to SugarCRM to meet your specific business needs, then this is not your book, especially because of its price.

Average customer rating: Blogging is about listening

Strategies and Tools for Corporate Blogging John Cass Manufacturer: Butterworth-Heinemann ProductGroup: Book Binding: Paperback Communications | Skills | Business & Investing | Subjects | Books General | Business & Investing | Subjects | Books Customer Service | Industries & Professions | Business & Investing | Subjects | Books General | Marketing | Marketing & Sales | Business & Investing | Subjects | Books Web Marketing | Business & Culture | Computers & Internet | Subjects | Books Blogging & Blogs | Business & Culture | Computers & Internet | Subjects | Books General | Computers & Internet | Subjects | Books Similar Items: The New Rules of Marketing and PR: How to Use News Releases, Blogs, Podcasting, Viral Marketing and Online Media to Reach Buyers Directly The New Influencers: A Marketer's Guide to the New Social Media The Corporate Blogging Book: Absolutely Everything You Need to Know to Get It Right What No One Ever Tells You About Blogging and Podcasting: Real-Life Advice from 101 People Who Successfully Leverage the Power of the Blogosphere (What No One Ever Tells You About...) Blog Rules: A Business Guide to Managing Policy, Public Relations, And Legal Issues ASIN: 075068416X

Book Description

If advertising and public relations were the best ways to connect with a company's audience through traditional media, and blogs are the best way to connect with millions of customers through the medium of online consumer generated media, then how can companies best use blogs to connect with their audience through the medium of consumer-generated media?

The answer is through blogger relations, the process of interacting with bloggers and blog readers to get a company's message to an audience. This book targets business people, marketing professionals, public relations firms, search engine optimization and online marketing agency staff with a primer on the importance of corporate blogging and how to conduct a successful blogger relations ongoing campaign.

* Provides tools for companies to interact with customers through blogging communities
* Shows how to transform public relations and search marketing through consumer-generated media, RSS feeds and comment interaction strategies
* Describes how to optimize blog articles for blog search engines and provides content strategies
* Provides companies the planning tools to evaluate its blogging community and company resources for effective blogging

Customer Reviews:

Blogging is about listening.......2007-09-19

John Cass blogs at PR Communications where he writes knowledgeably about industry. He's also a fellow at the Society for New Communications Research (SNCR) and is past president of AMA Boston.

Strategies and Tools for Corporate Blogging is an informative and useful book that aims to give the reader the tools and strategies to develop expertise in how to build a successful corporate blog and to enable the reader to conduct effective corporate blogger relations. He makes several important points along the way.

* rather than blogging exclusively about products and services, the better strategy is to create a forum for discussing customer issues and concerns.

* blogging is about listening, and involves customer service and product development.

* PR professionals have many of the skills and strategies needed in today's new media world, but they still have much to learn from other professions if they are to succeed in blogging.

The book's only major drawback is an apparent lack of professional editing. Nevertheless, I would recommend this book, along with a couple others I've reviewed: Blogging for Business by Shel Holtz and Ted Demopoulous (Kaplan, 2006), and Naked Conversations by Robert Scoble and Shel Israel (Wiley, 2006).

Average customer rating: Building a business, one online customer at a time The nuts and bolts of opt-in e-mail marketing... The nuts and bolts of opt-in e-mail marketing... Less than adequate Must read before sending out your 1st email

Email Marketing: Using Email to Reach Your Target Audience and Build Customer Relationships Jim Sterne , and Anthony Priore Manufacturer: Wiley ProductGroup: Book Binding: Paperback General | Business & Investing | Subjects | Books Customer Service | Industries & Professions | Business & Investing | Subjects | Books Advertising | Marketing & Sales | Business & Investing | Subjects | Books General | Marketing | Marketing & Sales | Business & Investing | Subjects | Books Web Development | Computers & Internet | Subjects | Books | Content Management | E-commerce | Programming | Security & Encryption | Web 2.0 | Web Design | Web Servers | Web Services | Website Analytics | Website Architecture & Usability Web Marketing | Business & Culture | Computers & Internet | Subjects | Books E-Commerce | Business & Culture | Computers & Internet | Subjects | Books E-mail | Software | Computers & Internet | Subjects | Books General | Software | Computers & Internet | Subjects | Books Internet | Home Computing | Computers & Internet | Subjects | Books | Internet & Education | Online Searching | Web Browsers | Web for Kids General | Computers & Internet | Subjects | Books All Amazon Upgrade | Amazon Upgrade | Stores | Books Business & Investing | Amazon Upgrade | Stores | Books Computers & Internet | Amazon Upgrade | Stores | Books All Titles | Qualifying Textbooks - Fall 2007 | Stores | Books Business & Investing | Qualifying Textbooks - Fall 2007 | Stores | Books Computers & Internet | Qualifying Textbooks - Fall 2007 | Stores | Books Similar Items: Advanced Email Marketing Effective E-Mail Marketing: The Complete Guide to Creating Successful Campaigns Permission Based E-mail Marketing Internet Direct Mail : The Complete Guide to Successful E-Mail Marketing Campaigns The Quiet Revolution in Email Marketing ASIN: 0471383090

Amazon.com

In these days of fancy, sometimes overdesigned Web sites and banner ads, we often forget e-mail's huge potential for marketing. This book aims to remind us and explains how this cheap, easy-to-use tool can be one of your online business's best assets. The authors are keen to point out they're advocating not spam but rather targeted, well-constructed marketing messages. To make effective use of e-mail as a marketing tool, you need a strategy rather than a splatter gun, and the book talks you through the process of crafting one.

You also need to know how to write a good e-mail, and one of the book's key sections takes you through the do's and don'ts, from the wording of the header to signing off. Examples from the real world are included so you can see how the big guns do it. Standard e-mails are not your only option, and the book devotes space to alternatives such as e-newsletters and e-promotions. The first can help people develop an affinity with your Web site, and the second offers something free in return for a site visit--a gift certificate, for example.

The book explores other aspects, too, such as getting mailing lists together and doing market research. Authors Sterne and Priore cover their ground well, write in an easy style, and encourage readers to think for themselves. --Sandra Vogel, Amazon.co.uk

Book Description

The most powerful tool for marketing, branding, direct response, and building customer relationships is email. It's cheap, easy-to-use, and almost everybody on the Internet has an email address. The only problem is that not everyone knows how to use it correctly. Sending out a bad email not only discourages potential customers but can also damage your brand and your reputation. Written by the leading experts on Internet direct marketing and permission email marketing, this book arms you with the latest email strategies and techniques to help you dramatically improve response rates and forge lasting customer relationships. The authors provide a comprehensive introduction to what email marketing is and how it can be used to reach a larger group of people at a lower cost. You'll discover the ins and outs of creating an effective email marketing strategy and how it can play a significant role with your customers. And you'll find a collection of valuable templates that will help you get started immediately!

This book takes you step-by-step through the process of creating a successful permission email marketing campaign. Inside, you'll learn how to:
* Develop a campaign strategy
* Write an email masterpiece
* Reach your target audience
* Enhance a campaign for a better response rate
* Measure the success of email marketing strategies
* Advertise on other people's electronic newsletters
* Host your own discussion group

Customer Reviews:

Building a business, one online customer at a time.......2006-02-18

Jim sends us in the cyberworld of email marketing. He stresses building customer relationships with your targeted audience. More importantly, retention. Let's keep them coming back for more!

The nuts and bolts of opt-in e-mail marketing..........2002-12-30

"Email Marketing: Using E-Mail to Reach Your Target Audience and Build Customer Relationships" contains a wealth of information on using opt-in e-mail to grow business. It covers the negatives of unsolicited e-mail (or spam) and the positives of opt-in and opt-out e-mailing, crafting an e-mail campaign, writing attention-getting e-mail and testing response to a campaign. It also discusses producing effective e-newsletters and e-promotions, advertising in other people's e-mail and how to use persuasion techniques in messages.

When a Web site offers the opportunity for a person to enter an e-mail address on the company site and receive promotions, newsletters or other information, they are using opt-in e-mailing. Opt-in (or permission based) e-mail advertising, is stressed throughout the book.

"Email Marketing" goes into the nuts and bolts of opt-in to show how to do it well. It is filled with first-hand accounts from a diverse group of companies on how they use opt-in e-mail to stimulate business. The book also shows several Web sites and documents used in direct marketing.

Companies considering the use of e-mail sales messages as a marketing tool to build a client base for their businesses should look at this book first to see how to use e-mail effectively without spamming and hype. "Email Marketing" covers the positives and negatives of using e-mail to capture prospects and customers.

"Email Marketing" is no flimsy tome on spamming. It is a serious attempt to help businesses use the positives of e-mail to increase their customer base. Without using technical jargon, "E-Marketing" covers the thorny problems of setting up e-mail format to relate to many different messaging programs. Reading this book is an excellent first step to create a successful e-mail campaign.

The nuts and bolts of opt-in e-mail marketing..........2002-12-30

"Email Marketing: Using E-Mail to Reach Your Target Audience and Build Customer Relationships" contains a wealth of information on using opt-in e-mail to grow business. It covers the negatives of unsolicited e-mail (or spam) and the positives of opt-in and opt-out e-mailing, crafting an e-mail campaign, writing attention-getting e-mail and testing response to a campaign. It also discusses producing effective e-newsletters and e-promotions, advertising in other people's e-mail and how to use persuasion techniques in messages.

When a Web site offers the opportunity for a person to enter an e-mail address on the company site and receive promotions, newsletters or other information, they are using opt-in e-mailing. Opt-in (or permission based) e-mail advertising, is stressed throughout the book.

"Email Marketing" goes into the nuts and bolts of opt-in to show how to do it well. It is filled with first-hand accounts from a diverse group of companies on how they use opt-in e-mail to stimulate business. The book also shows several Web sites and documents used in direct marketing.

Companies considering the use of e-mail sales messages as a marketing tool to build a client base for their businesses should look at this book first to see how to use e-mail effectively without spamming and hype. "Email Marketing" covers the positives and negatives of using e-mail to capture prospects and customers.

"Email Marketing" is no flimsy tome on spamming. It is a serious attempt to help businesses use the positives of e-mail to increase their customer base. Without using technical jargon, "E-Marketing" covers the thorny problems of setting up e-mail format to relate to many different messaging programs. Reading this book is an excellent first step to create a successful e-mail campaign.

Less than adequate.......2001-01-25

Great title, but the substance of the book is lacking. It reads with the big powerful words of a direct marketer, but it reminded me of the direct mail I hate. Alot of power words, but nothing to really sink my teeth into.

A book that is great for the person starting out is Make Your Website work for you. It's a basic book, but it gives a more robust program. There's also one about affiliate marketing and developing associations. I think both will help you better market online.

Must read before sending out your 1st email.......2000-08-30

This book gives some handy guidelines as to what to do (and more important: what NOT to do) with email campaigns. Although the book keeps telling you to use a particular opt-in email list (it almost looks like the author has some stock in this list), it's a very useful book to start with. It will not give any technical details on how to realize an email campaign, but there are other books about this subject.

Prior to reading this book I did not have a lot of experience with Email Marketing (other then a "victim"). I would really advice anyone in this situation to read this book before sending out any email. It really got me started on the subject and I know ordered several other books for a more detailed discussion of several aspects.

There is some discussion about how to answer email send to you. However, most of the book is focussed on sending out (batches of) emails to you clients/prospects to get them to do something (most of the time visit your website or place an order)

This books is a real *must* read for anybody wanting to use email as a marketing tool. It will prevent you from making numerous of costly mistakes and it will give you plenty of tips and hints you probably didn't think off.

Average customer rating: A Classroom In A Book THE CALL CENTER: SELF-SERVICE OR SELF DELUSION? you don't learn anything Illuminating Read! A good general guide

The Call Center Handbook: The Complete Guide to Starting, Running, and Improving Your Call Center (Call Center Handbook) Keith Dawson Manufacturer: CMP ProductGroup: Book Binding: Paperback General | Business & Investing | Subjects | Books Customer Service | Industries & Professions | Business & Investing | Subjects | Books Office Automation | Skills | Business & Investing | Subjects | Books Manager's Guides to Computing | Business & Culture | Computers & Internet | Subjects | Books Internet | Home Computing | Computers & Internet | Subjects | Books | Internet & Education | Online Searching | Web Browsers | Web for Kids General | Computers & Internet | Subjects | Books General | Reference | Subjects | Books All Titles | Qualifying Textbooks - Fall 2007 | Stores | Books Similar Items: Call Centers For Dummies (For Dummies (Computer/Tech)) The Executive Guide to Call Center Metrics Call Center Operation: Design, Operation and Maintenance A Practical Guide to Call Center Technology How to Become a GREAT Call Center Manager ASIN: 1578203058

Book Description

Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running, and im

Establish and operate an efficient call center with this authoritative guide that covers everything from choosing the best site and buying the right equipment to managing agents, monitoring productivity, and enhancing customer relationships.

Customer Reviews:

A Classroom In A Book.......2006-05-29

The way Keith Dawson handles the materials is well-written and concise. He does not waste much time going into more than just a couple real-world applications for the technologies he is explaining, but he does set your mind spinning about how they can be used to suit your needs. The information on VoIP and IP Telephony are a little dated and an updated edition would obviously expand a lot on those technologies (which were just emerging when the book was written but have become very popular in the industry now). Not only does he discuss what technologies are available (like AVR, IP-PBX, Recording, Call Queuing, etc.), he goes into a brief discription of the more traditional PBX system, if only to point out their flaws compared to today's newer technology but not failing to point out their merits as well. A good book for someone who is just beginning to integrate themselves in the field and the tech.

THE CALL CENTER: SELF-SERVICE OR SELF DELUSION?.......2005-07-31

Chances are that you already have this book in your IT library. But, you probably don't have the 5th edition of the book. Author Keith Dawson has done an outstanding job of presenting the complete guide to starting, running and improving your call center.

Dawson begins by showing you his Six-Stage Model of Call Center Development, which is has to do with the way the call center interacts with the rest of the company. Next, the author discusses how you are going to have to find a place or location for your call center. Then, he covers some of the important factors that go into a call center successful design. Dawson next discusses how you have to be very careful in choosing the toll free and long distance services for your call center, because they will be very expensive. Next, the author also covers the automatic call distributor, which routes calls and manages information with respect to those calls. Then, he examines predictive dialing systems, which automate the entire outdialing process, with the computer choosing the person to be called and dialing the number. In addition, Dawson then examines the pros and cons of computer telephone integration. Next, the author looks at interactive voice response, which always captures information in an accurate manner. Then, he researches speech recognition system technology as an autoselector tool for the call center. Dawson continues on by exploring the Web as a tool to automate all of the call center functions without human interaction. Next, the author discusses some of the interesting new tools available, including CRM and the new theories of multichannel access for customer contact. Then, he gives some very serious thought about putting a video in your call center. Dawson then discusses that the best way to route a call to the agent most capable of handling that specific call, is routing based on an agent's skill or combination of skills, like language, training, experience, or any mix of those and other factors. Then, the author explains the importance of customer relationship management (CRM). Next, he shows you why order processing systems give you power over your inventory and pricing. Dawson next reminds you why display boards and readerboards are a stable versatile technology, and an inexpensive way to quickly improve call center performance. The author also explains why headsets are a key ingredient in every call center. Next, he discusses the on-hold messaging queue. Dawson also explains the importance of workforce management software, and how it is the art and science of having the right number of agents at the right times, in their seats, to answer an accurately forecasted volume of incoming calls at the service level you desire. Then, the author continues on by explaining why monitoring is a critical part of the process of teaching anew rep how to deal with customers, how to handle difficult situations, even simply how to follow a script and read a screen full of complex information. Finally, he goes into how to make call center careers meaningful.

With the preceding in mind, the author has done an excellent job of making you, the reader, understand the value of surefire ways to motivate your reps; realize the value on the front line; outsourcing; disaster and contingency planning; and, telecommuting agents. At the end of the day, you'll know whether the call center is self-service or self-delusion.

you don't learn anything.......2002-04-25

Buy it only if you are a beginner.

Illuminating Read!.......2001-08-30

This is a definite Must Read for any Call Center professional! All those questions about what system/technology does what and how are answered in one fact-based publication. If you want to avoid the headache of time-consuming hunts through web-sites and talking with marketing reps to learn which product works best for your company, this book is for you. If you are looking for a bubble-gum view of call center management, don't read this book because you just might learn the truth! By the way, get a Call Center Magazine subscription to continue the information flow started by reading this book.

A good general guide.......2000-11-28

This is a good book to people who want to have an overview at a glance about call centers features and problems. But, according to new economy habits, it is not a technological issue. So, if many points are discussed, such as human resources, real estate, organisation, hardware and products, none of them is focused in a detailed way. It is surely a very good introduction to people starting a new job in call centers environments, but do not expect too much by readin it.

Average customer rating: Out of date The best book in CRM domain Waste for your Money Maybe the worst tech book ever Book needed more beta testing

Special Edition Using Microsoft CRM Laura Brown , and John Gravely Manufacturer: Que ProductGroup: Book Binding: Paperback Customer Service | Industries & Professions | Business & Investing | Subjects | Books Web Marketing | Business & Culture | Computers & Internet | Subjects | Books E-Commerce | Business & Culture | Computers & Internet | Subjects | Books Software Development | Software Design, Testing & Engineering | Programming | Computers & Internet | Subjects | Books General | Programming | Computers & Internet | Subjects | Books Internet | Home Computing | Computers & Internet | Subjects | Books | Internet & Education | Online Searching | Web Browsers | Web for Kids General | Networks, Protocols & APIs | Networking | Computers & Internet | Subjects | Books General | Computers & Internet | Subjects | Books General | Software | Computers & Internet | Subjects | Books Networking | Microsoft | Computers & Internet | Subjects | Books All Titles | Qualifying Textbooks - Fall 2007 | Stores | Books Business & Investing | Qualifying Textbooks - Fall 2007 | Stores | Books Computers & Internet | Qualifying Textbooks - Fall 2007 | Stores | Books Similar Items: Working with Microsoft Dynamics(TM) CRM 3.0 Microsoft CRM 3 For Dummies (For Dummies (Computer/Tech)) Microsoft CRM for Dummies The CRM Handbook: A Business Guide to Customer Relationship Management (Addison-Wesley Information Technology Series) Microsoft SharePoint: Building Office 2003 Solutions, Second Edition (Expert's Voice in Sharepoint) ASIN: 0789728826

Book Description

A sophisticated yet easy-to-use software program, Microsoft CRM handles the full range of Sales and Customer Service functions, and allows the user to access key customer and sales information from Microsoft Outlook and the Web. It is designed for rapid deployment, ease of use, and integration with Microsoft Office and Microsoft Great Plains' back-office solutions, increasing information reliability, employee usage and productivity.

Special Edition Using Microsoft CRM shows sales, service, and business development specialists how to manage small businesses with the sophisticated technology that, until now, has been reserved for large corporations. Based on the author's real-world experience building CRM systems, this book provides the expert advice that MS CRM users need. To make the move to customer-centric operations using MS CRM, companies need an in-depth guide to managing the process, using the software, and making the implementation decisions that are required.

Customer Reviews:

Out of date.......2006-08-23

This title is out of date and only covers CRM version 1.0

The best book in CRM domain.......2006-02-24

I'm PhD Candidate in a University from Romania and this book is really impressing ... i found a lot of interesting things from practical point of view...i recommend it to all people interested in CRM!!

Waste for your Money.......2005-08-08

It is just wasting for the money. Nothing special about this book. you are better reading the help file which come with CRM software. Beside the help file is more organized by providing the steps in order.

Maybe the worst tech book ever.......2004-07-09

As stated in a previous review, there are publishing errors that unforgivable. For instance layout problems make Chapter 6 almost unreadable.

I got to page 62 before reading anything worthwhile. I could go on. . .

I had grown to distrust this publisher, and now I remember why.

Book needed more beta testing.......2004-04-20

If you are looking at Microsoft CRM, this book does give a decent overview of some portions of the product. But in areas where additional assistance could really be beneficial (like customizing the application to work with other web apps), it is often much too brief. It does a very poor job of explaining detailed technical configuration tasks, settling instead for common sense advice about working witht users to make sure they accept the solution. A third of the chapters adress just general CRM topics, not anything specific to the Microsoft product.

At its best, the book will point out some areas where Microsoft dropped the ball, such as no ability to validate state abbreviations. But there are too few of these warnings and they are scattered sporadically about the book making it of limited use in evaluating the product.

At its worst, the book has a large number of printing errors that the most basic proofreading effort should have caught. Many diagrams are missing or do not appear with the correct caption. This makes some portions of the book very difficult to comprehend.

In short, this book has been of some value to me because it has improved my understanding of this product. But this book falls far short of being a definitive guide to the software and the sloppy mistakes are irritating.

Average customer rating: A STRATEGIC CALL TO CALL CENTER TECHNOLOGY Needed help A solid, fact-filled, and highly useful guide

A Practical Guide to Call Center Technology Andrew Waite , and Andrew J. Waite Manufacturer: CMP Books ProductGroup: Book Binding: Paperback General | Business & Investing | Subjects | Books Customer Service | Industries & Professions | Business & Investing | Subjects | Books MIS | Industries & Professions | Business & Investing | Subjects | Books Multilevel | Marketing | Marketing & Sales | Business & Investing | Subjects | Books Telemarketing | Marketing | Marketing & Sales | Business & Investing | Subjects | Books Public Relations | Marketing & Sales | Business & Investing | Subjects | Books Office Automation | Skills | Business & Investing | Subjects | Books Web Marketing | Business & Culture | Computers & Internet | Subjects | Books Transportation | Nonfiction | Subjects | Books | Aviation | Economics | Ferries | General | Mass Transit | Policy | RVs | Railroads | Reference | Research | Ships General | Communication | Social Sciences | Nonfiction | Subjects | Books General | Telecommunications | Engineering | Professional & Technical | Subjects | Books Similar Items: Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy The Executive Guide to Call Center Metrics The Call Center Handbook: The Complete Guide to Starting, Running, and Improving Your Call Center (Call Center Handbook) Call Centers For Dummies (For Dummies (Computer/Tech)) Call Center Operation: Design, Operation and Maintenance ASIN: 1578200946

Book Description

Get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales Includes three ready to use RFPs (request for proposals) for buying an ACD, computer telephony system, or recording

'A Practical Guide to Call Center Technology shows how to navigate the business, technical, and financial issues in building and managing a customer contact center. It shows how to get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales.

Customer Reviews:

A STRATEGIC CALL TO CALL CENTER TECHNOLOGY.......2005-03-07

For most customer communications, the call of the customer contact center is the point of entry. Author Andrew Waite does an excellent job in this book of explaining the strategies, techniques and technologies to ensure that you get the most out of your telephone call portion of your customer contact center investment. Waite first goes on to explain a few parts and principles that affect the customer call center manager. Next, the author touches on staffing and the importance of adequate labor pools in the location you have chosen to operate your customer contact center. Then, Waite focuses on the telephone call component and the management of telephony workflow. Next, the author deals with the hardware, architecture and relationship between the components and subsystems of a switching system, which includes the automatic call distributor (ACD) system (of which the author acknowledges that there is no easy way to catergorize ACD systems). Then, Waite looks at the instruments used in the traditional call center.

So, as customer contact center managers become more sophisticated and mature in their role, according to the author, they grow to trust the machine data and, thus, need fewer comprehensive reports. Nevertheless, Waite points out one inteesting fact out of all this that is coming out of call center operations: Unless it is a pure direct sales respnse, most calls happen for less than positive reasons.

Finally, with the preceding in mind, Waite has done an outstanding job in this book of identifying the major trends within the customer contact center industry center around explosive technology growth. This has led to a growing library of open architectures with industry standard interfaces, more sophisticated tools reisding in smaller centers and more component applications involved in each transaction.

Needed help.......2004-03-31

I was promoted to run the call center in our company. We have two centers with 300 Telephone and Customer sales reps. I have no expernce in computers except for my PC. I bought this book to help me talk to the computer staff. They cannot fool me as much now. They were too busy for the call center. Now they understand we make most of the money. This book help me present this better.

A solid, fact-filled, and highly useful guide.......2002-04-11

A Practical Guide To Call Center Technology: Select The Right Systems For Total Customer Satisfaction by telecommunications expert Andrew J. Waite is a highly informational book for businesspeople who need to set up a telephone system to handle customer orders, complains, and other important matters. Fielding long-distance calls from any number of people for good business is no small feat, and chapters from this guide address such diverse issues as basic connection and setup, typical switching systems, the value of an ACD (Automatic Call Distributor) system, and much more. A glossary at the back helps readers unfamiliar with the terminology catch up quickly...A solid, fact-filled, and highly useful guide for anyone who needs to launch an effective and efficient call center -- and keep it running smoothly!

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