CRM in Real Time: Empowering Customer Relationships CyberAge Books, 2008, 384 pp, softbound, ISBN 978-0-910965-80-4, $39.95

By Barton J. Goldenberg

This comprehensive guide to customer relationship management (CRM) draws on Barton Goldenberg's years of experience guiding firms to successful implementations of CRM solutions and techniques. Goldenberg demonstrates how the right mix of people, process, and technology can help firms achieve a superior level of customer satisfaction, loyalty, and new business. Beginning with a primer for executives who need to get quickly up-tospeed on CRM, the book covers a full range of critical issues, including integration challenges and security concerns, and illuminates CRM's key role in the 24/7/365 real-time business revolution. CRM in Real Time is an essential guide for any organization seeking to maximize customer relationships, coordinate customer-facing functions, and leverage the power of the Internet as business goes real time.