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The Complete Customer Relationship Management (CRM) Handbook Paperback – 11 Nov 2013

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'A detailed, practical view of choosing and using a CRM system. Countless charities have benefited from his experience, and now it is distilled in print for a wider audience.' Howard Lake, 'Peter Flory has managed to encapsulate the key aspects of CRM for charities in one single very readable volume. Given the increasing complexity of the environment in which charities operate, this is some achievement. Readers will benefit whether they have prime responsibility for implementing a new system or simply have a need to do "customer relations" better. Peter Maple, Course Director, London South Bank University 'Peter Flory debunks the myths and lays out very clearly what CRM means for the third sector. Essential reading for people of all levels involved in a CRM change programme.' CRM in the third sector demands answers to a much more complex set of questions than those in the commercial world face. Peter Flory's book is an excellent, easily understood guide through the issues for anyone involved in CRM. Aaron Cockburn-Woods 'For both those who know the sector and the uninitiated, Peter gives a great perspective on just how different the NFP world of CRM is to commercial CRM and how to make sure you get it right.' John Bird, Head of thankQ

About the Author

Dr Peter Flory is the leading expert on CRM and fundraising databases for the voluntary sector. He has been a consultant to the sector for 23 years. He is a Phd in Information Systems and is a research fellow at Brunel University. Peter is also author of several books on fundraising databases.

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