Customer Relationship Management by Kristin Anderson @ .::ManagementOnly.com::.

The Manager's Bookstore

Advanced

Featuring
8986 books
7547 authors
222 subjects
1269 publishers

Association Software

Customer Relationship Management (Briefcase Books Series)

Kristin Anderson Carol J. Kerr

Customer Relationship

Sales rank 357,545 Customers rating

(based on 4 reviews)

Customer Relationship Management (Briefcase Books Series)

This reader-friendly series is must read for all levels of managers

All managers, whether brand-new to their positions or well established in the corporate hierarchy, can use a little brushing-up now and then. The skills-based Briefcase Books Series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their corporations.

As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one of today's hottest topics. Customer Relationship Management supplies easy-to-apply solutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective, and how to create and manage both short- and long-term relationships.

Publisher	McGraw-Hill
Release date	09/2001
Availability	Usually ships in 24 hours
Edition	Paperback

List price	$14.95
Our price	$11.66 (you save 22.01%)
Used price	from $1.99

Customers who have bought Customer Relationship Management (Briefcase Books Series) are also interested in...

Harvard Business Review on Customer Relationship Management by Prahalad C.K.
The CRM Handbook: A Business Guide to Customer Relationship Management by Dych, Jill
CRM at the Speed of Light, 3e by Greenberg, Paul
The Ultimate CRM Handbook : Strategies and Concepts for Building Enduring Customer Loyalty and Profitability by Freeland, John

Comments by amazon customers about Customer Relationship Management (Briefcase Books Series)

Solid Information-easy read-great value
I found this book packed with useful information that is delivered in a simple to understand format suitable to digest one chapter at a time. I'm a big buyer of business books and found this to be one of the more usefull tools I've acquired. Similar to the Fast Forward MBA Series this is a great value for the money and a book you will read from cover to cover.

Getting Past the Technology
Perhaps the best recommendation I can give for this book occurs in one of the many little tip boxes scattered throughout this treasure trove of ideas, tips and tricks of the trade. This particular tip box says simply "Strategy Isn't Technology ...people confuse strategy and technology ... Insist that CRM technologies be referred to as CRM tools. Ask how each tool supports your CRM strategy."

This book provides the best antidote to that tendency we have today to mistake a software application for a full solution. Not only will this book show you how to get the most out of such CRM tools, but it also provides tips and ideas for managing the whole complex and essential business of Customer Realtionship Management.

Practical CRM
I've looked through a number of books on CRM in an effort to get a better handle on the topic and to find a good process for teaching the concepts to emploees in my company. I stumbled over Anderson & Kerr's take on CRM and found what I was looking for. Anderson and Kerr have captured the essence of CRM in a very practical, hands-on way. They have great examples from their lives and (I assume) the lives of their friends that adds texture and a realness that the other books I've looked at lacked. I really thought I understood CRM, but after reading this book I realized that I had missed the whole point -- Customer Relationship Management is about CUSTOMERS, not computers. Well worth the reading if you have anything to do with customers.

Packed with Knowledge!
Despite the tens of millions dollars now being invested in new customer relationship management solutions, customer satisfaction with service dropped almost eight percent from 1994 to 2000, according a study by the University of Michigan's business school. Consultants Anderson and Kerr suggest some reasons why: a failure to distinguish between CRM strategy and CRM technology and a tendency to view meaningless data as useful information. We from getAbstract highly recommend this concise and thorough examination of CRM to all managers and students of business.