Product Description
(Pearson education) Discusses crucial factors in the use of Customer Relationship Management to compete in today’s marketplace. Features case studies of companies that have successfully implemented CRM, and coverage of the context of the popular CRM buzzwords used today. Softcover. DLC: Customer relations–Management. Amazon.com Review
As the thinkers have said, you should strive in all situations to know yourself and know your enemy. Most of history’s g… More >>
The CRM Handbook: A Business Guide to Customer Relationship Management
This book is so damned stupid that i cant help warn other people not to buy it .To read this is absolutle waste of time .
It just does not tell you anything it tell you million things which are horrendously wrong for eg check out the defenation of WAP. If thats not enough check out page 130 which attempts to tell in indirect way whats a non crm data (ERP,SCM,ecommerce,billing,product,financial !!) .I guess this is real fun ,some sorta joke i guess .The case studies (if you can call them case study) does not give any business case but hero worship one random indivdual on his/her idea of life .looks like Some celebrity interview.The checklist are another piece of junk : Dont buy the book for them i can sumrise all of them here (make sure ever body is ready,choose a smart team,pace it write ,dont overdo anything ,get non flinching support from the top mannagment and yes refine business process and keep a look on what is going wrong) .
The treatment of analytical CRM gets you wondering – is Dataware house some sort of a beast which once installed can answer anything from celestial movement to next big earth quake .The author treats herself as an oracle ..Big car makers in USA wanted to know more about customer but didnt hava a clue how to use the data .Another sample (Tom Seible and Mr Dell Spends some err most !! of the time with their customer -SO !!!) .The Author is pretty impressed with some buzz words with no clue what they are.Also you would see handheld is not handheld its Handspring !!(as its more suited to CRM).one point says handhelds are replacing laptops in the field ..So (this is meant to humour you )should you sell your notebook manufacturer stocks..Goddamnit where on earth an employee is goign to see his enterprise portal (which is in authors mind a replacment of SFA!!) when he is in office -on handheld err..sorry..handspring !! or perhaps internet cafe .This is so bloddy stupid that please buy the book and see for yourself -it has a plus too…You get a feeling that you can write a book on anything .I am writing a book on how to launch a rocket !!cheklist (see the pilot is not a nut,Fuel is right ,no parts are faulty !!).The book stinks .I cant belive the guys who wrote good things about it .And Addison Wesley -i thought they were good guys !!unbelivable.This book wont even give you a defination of CRM….
Rating: 1 / 5
There have been some late-comers on the CRM landscape, but I still think this Handbook’s the best one by far. The only explanation for the incendiary review below is that the reviewer 1) didn’t read any of the other CRM books out there or 2) must have an agenda. (A competitive author, perhaps?) Anyway, as someone manages customer relationships on a daily basis, I still say this one’s the best introduction to CRM for both businesspeople and IT types. (And beware those that doth protest too much!)
Rating: 5 / 5
Unlike the guy who gave this book two stars, I found the checklists and templates offered in this book to be a breath of fresh air compared to some other CRM books on the market that are long on theory but short on suggestions for action. How can anyone complain about a book offering its readers actual tools? The CRM Readiness Survey alone is worth the price of the book!
I agree with one of the other reviewers who sites the case studies as effective windows into the inner workings of CRM projects that have succeeded, and also appreciate the author going out to find actual companies willing to share their stories.
All in all, I just don’t understand how anyone could criticize a book for offering its readers real-world examples and tools. There’s a reason this one’s the best-seller!
Rating: 5 / 5
This is the first CRM book I have read that both provides a solid foundation on CRM and teaches how to actually put CRM in place. I regularly recommend this book to the working professionals who take my graduate course in Data Warehousing and CRM. The materials in the book include helpful case studies, actionable lessons learned, clear delivery of basic and advanced CRM topics, and example tools/deliverables that can be applied in the workplace. It also is a well-written and entertaining read. The CRM Handbook is a must for the office bookshelf.
Rating: 5 / 5
This book presents a much needed financial and economic argument for investing in customer service throughout any public or private organisation. For too long the presentation to executive boards has been based on what is easily labled “soft” arguments. The authors have developed a way to demonstrate the value of customer service that CFOs and CEOs can relate to.
Rating: 5 / 5