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on 6 December 2015
Absolutely useless for small and medium businesses. The authors describe months and years of planning, tens and hundreds of roles, tons of paperwork for preparation before launching a CRM, and why you should spend tens and hundreds of thousands of $ on CRM consultants to avoid "pitfalls". Do not buy this book if you have 10-50 people in your company and you want your CRM system to start working for you and bringing the benefits in the next 2 weeks, and if you are planning to do most of the work in house. Buy this book if you are planning to spend $1m on consultants.

The authors are no doubt CRM consultants. In many parts of the book they use this typical consulting approach of giving you the bare minimum, perhaps hoping that you will hire them after reading the book to get the most useful details which they don't actually include? Even when (briefly) touching upon the most important question of choosing a CRM software and listing information sources which might help with that, they don't give details of specific sources but only introduce "types" of sources. E.g. how am I supposed to benefit from their statement "There are several CRM-focused business journals"? And what? Why don't they give the names of these business journals, or links to them?

There's also an argument in the book that the ratio of your spend on CRM software vs consultants should be from 1:0.75 to 1:2. What??? I bought the book exactly for this purpose - to spend nothing on consultants!

The book is definitely not worth the money paid for it. It is expensive and too generic.
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on 4 May 2014
Good, practical overview of the area. Cover most of what I had hoped. Good sections on the approach to implementation. Recommended
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