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9 of 9 people found the following review helpful
4.0 out of 5 stars Keeps you focused on practical solutions
I liked this book:
1. It tries to avoid the sledgehammer approach which I come across time and time again - which is that CRM = Massive Re-engineering project across your entire organisation.
2. It looks at the important areas of CRM, and I believe allows you to prioritise the important areas for your firm. Of course it would be nice to have the luxury of...
Published on 22 Jun. 2001 by Hud

versus
3.0 out of 5 stars Handles about the C.R.M.-solutions on the market
This book gives the reader an idea of what different solutions there on the market as well as a guideline in defining C.R.M. and browsing the internet for additional information about C.R.M.
Published on 25 April 2001


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9 of 9 people found the following review helpful
4.0 out of 5 stars Keeps you focused on practical solutions, 22 Jun. 2001
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I liked this book:
1. It tries to avoid the sledgehammer approach which I come across time and time again - which is that CRM = Massive Re-engineering project across your entire organisation.
2. It looks at the important areas of CRM, and I believe allows you to prioritise the important areas for your firm. Of course it would be nice to have the luxury of creating seamless customer touchpoints across all departments - but lets fix the email management problem first.
3. It acknowledges the role of SFA - many CRM writings don't even mention this important part of organisation. I've been astonished how in some organisations the Sales Director is not really a key player in the CRM project.
4. It gives a good precis of the software on the market today.
Cons: - horizontal focus: therefore naturally doesnt go into too much detail about specific uses of CRM in a vertical sector - focuses on vendors technology strategy (which is good) but not their route to market strategy and its impact on the product offering, eg, is Siebel eFinance really different to the normal product? - not enough on call centre solutions architecture for me
Written in an informal, chatty style which makes it very good to read.
rgds
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3.0 out of 5 stars Handles about the C.R.M.-solutions on the market, 25 April 2001
By A Customer
This book gives the reader an idea of what different solutions there on the market as well as a guideline in defining C.R.M. and browsing the internet for additional information about C.R.M.
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1 of 4 people found the following review helpful
4.0 out of 5 stars An excellent text for all, 29 Sept. 2001
By A Customer
The book is a very good primer for all those having anything to do with CRM/e-CRM. The book gives a clear picture of CRM concepts which is easily grasped by even non- management people.
The coverage is comprehensive in that it discusses all related arears of CRM
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