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 Very good
Great overview for strangers to CRM. The only aspect I did not like was the rather short and cynical commentary on privacy in CRM. Privacy is a serious issue that deserves more attention.
 CRM from A to Z, almost ate that book :)
My preferred book and my usually recommended reading for trainees who want to learn about CRM strategy and technical jargons. Combined with a CRM supplier explanation of software use and explanations of terms and strategies during training combined with reading this book can make a stranger really feel at home and ready to take on the challenge of introducing change such as CRM.
Return on Customer
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.
Should be the first book you read on CRM
CRM Handbook should be the first general, broad-based, well-written introduction to CRM that you should read. The chapter headings clearly lay out the major functions and goals of CRM, as it relates to selling, marketing and customer service. This book is for all audiences, whether you are a small emerging company, like ours, or a large multi-national. Learn the terminology first -- and the mistakes -- before you start talking to a salesperson. This book is not about technical implementation, or a buying guide to different packages.
This morning, I met Jill unexpectedly at a technology event. She's also very charming and professional.
A rare piece of valuable knowledge, insightful and fun
Ms Dyché dedicates the book to her mother, June Dyche, "who set the book-writing precedent early, and well". I would add, extremely well, and, with the book in my hands, have to also thank her for the excellent upbringing job. She introduces not only the how's of CRM but also, when appropriate, the why's, that is, not only the engineering but also the wisdom behind the subject. If a prerequisite to take part in a CRM project is to know what CRM is about and all critical issues in a successful CRM project, this book fulfills it.
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(based on 30 reviews)
