The C.R.M. Pocketbook (The Pocketbook) Paperback – 20 Oct 2001
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"Brilliant and inspiring even for an organization that has focused on building long-term profitable customer relationships, this book sets the context for the next millennium." -- Mike Norris, CEO, Computercenter pic
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Top Customer Reviews
This book, however, breaks the mould. It is designed as a pocket book, with each page making a significant point on CRM supported with key bullet points. I get the feeling the authors could have written a 1000 page manual, but decided to condense their knowledge for maximum effect, into a book that can be read in a couple of hours.
If you are involved in CRM, carry this book with you. Generally, if you have an issue, you'll find it addressed in here and it won't take you an age to find it
The CRM Management Pocketbook clearly demonstrates that CRM is a business responsibility and is crammed full of usefull information. It outlines different business models for Business to Business and Business to Consumer CRM and overviews a number of practical CRM planning tools from auditing through to claculating customer value.
Interesting and for the first time it addresses an area that has been sadly lacking in the whole CRM debate. That of the city and investor relations and how a CRM strategy not only has to be endorsed at CEO level it also has to be understood and bought into by the city and investors.
The content is crisp and concise and will provide an invaluable aid for everyone involved in the CRM arena
Most Recent Customer Reviews
Great CRM book covering all the all the basics which you can investigate further should you want to. Great for anyone wanting an overview of the subjectPublished on 7 May 2014 by Mark J Quigley
I loved this book. If you've been involved in a CRM project before then this will help you to stop and think about the different stages you did or didn't go through and why. Read morePublished on 27 Jan. 2010 by E. Biggs
A great little reference for anyone planning a CRM implementation. Some interesting concepts that will assist anyone if developing work packages for a CRM programme.Published on 21 Jun. 2009 by B. Kyles
Excellent book that looks as though it is going to be a bit noddy but actually has a lot of information and common sense. Read morePublished on 29 Oct. 2001