- Prime Student members get £10 off with a spend of £40 or more on Books. Enter code SAVE10 at checkout. Enter code SAVE10 at checkout. Here's how (terms and conditions apply)
The CRM Handbook: A Business Guide to Customer Relationship Management (Information Technology) Paperback – 9 Aug 2001
|New from||Used from|
- Choose from over 13,000 locations across the UK
- Prime members get unlimited deliveries at no additional cost
- Find your preferred location and add it to your address book
- Dispatch to this address when you check out
Special offers and product promotions
Customers who bought this item also bought
What other items do customers buy after viewing this item?
Enter your mobile number or email address below and we'll send you a link to download the free Kindle App. Then you can start reading Kindle books on your smartphone, tablet, or computer - no Kindle device required.
To get the free app, enter your mobile phone number.
Would you like to tell us about a lower price?
If you are a seller for this product, would you like to suggest updates through seller support?
The best textbook for managers on the mechanics of Customer Relationship Management (CRM), The CRM Handbook provides an in-depth analysis of the theories behind customer-company interaction. It's a standout in a field that's filled with squishy books that go on at length about how important CRM is, but which lack details. Jill Dych& provides lots of factual information, real case studies, carefully considered commentary and reasoned criteria with which to evaluate CRM products and strategies. Though you'll certainly want to supplement Dych&'s work with vendors' product literature and implementation proposals, you'll get a lot from her carefully researched book.
Dych& devotes some of her (fairly slender) volume to CRM background information, but quickly gets to the issues that managers confronted with CRM decisions need to consider. She makes great use of bulleted lists, scorable quizzes and checklists (sections about what questions to ask vendors, and why, are particularly good) you can use right now to gauge any organisation's suitability to CRM and determine how they need to change in order to get the most out of their systems. --David Wall
Topics covered: Customer Relationship Management (CRM)--as a business practice and as a set of technologies--explained for managers and corporate planners. CRM fundamentals, CRM product selection, and internal promotion of CRM are all covered well.
Praise for The CRM Handbook~"Want to avoid being one of the estimated 70 percent of companies who have tried implementing standalone CRM systems and failed? Confused by what your IT suppliers are telling you about CRM? Then you need to read this book! Jill provides a comprehensive, practical, and easy to understand view of CRM and shows you how to successfully implement an enterprise customer-focused solution." - Kevin Bubeck Director, North America Information Strategy, Coca-Cola~"CRM could be viewed as the ERP of the 2000s. As such, there will be multiple winners and losers as the marketplace places some large and strategic bets on this technology. In any case, Jill Dyche has captured the importance of the concepts and value derived through CRM solutions. Those needs will evolve, of course, but companies will always need the basics that have been discussed." - Brian Berliner Co-founder & EVP, Product Development, Acies Networks~"The CRM Handbook provides information for the business person who is trying to understand CRM and how it can effect his/her business. It goes beyond the hype of the acronym and dives into the real issues that a company needs to consider before implementing a CRM solution." - Joy Blake Scott Director, Marketing and Communications, Fastwater, LLP"I haven't read anything that has such a practical approach. I view the book as having multiple benefits. It gives a good definition of CRM functionality but also gives detailed guidance of how to approach CRM in your organization." - Francine Frazer Principal Consultant, Net Perceptions~"Even better than defining CRM, Jill took on all of the hyperlanguage around CRM and clearly differentiated the various incarnations of CRM. It's also usefulto know what can go wrong and the potential affects of such missteps. Too few authors level with readers about pitfalls!" - Linda McHugh Director, Professional Services, Cygent Inc."~The guides based on the business tools that Jill uses with her own clients are fabulous." - Robin Neidorf President, Electric Muse/Clio's, Pen Research & Interpretation, Inc.~"The language is easy to read and easy to understand. Terms were well explained so that someone with no prior CRM experience could easily understand the text." - Marcia Robinson President, e-Business Strategies~"An excellent study into what defines today's best practices in the CRM industry." - Gareth Herschel Senior Research Analyst, Gartner Research"Jill writes very well. Her writing communicates subjects and topics in a very easy to understand way. At times, I felt like I was listening to her speak or discussing a subject. She is a good communicator! Jill did a very good job of covering all subject areas on the different topics of CRM. I am most impressed with Jill on pointing out all the possible mistakes and creating 'lessons learned' advice which most authors frequently omit." - Mary Chan Information Management Consultant, Kagiso Inc. ~"Jill Dych's The CRM Handbook is a good read for CRM novices and seasoned practitioners alike. Dych's well-written, pragmatic approach to understanding CRM's evolution and purpose is a map to a successful CRM program. Dyche uncovers the truth behind the CRM software vendor hype, highlights some common roadblocks to CRM project development, and describes how to delineate and prioritize CRM initiatives." - Don Peppers Partner, Peppers and Rogers GroupSee all Product description
Top customer reviews
There was a problem filtering reviews right now. Please try again later.
It has a good section (about 40% of the book) on implementing CRM, from planning the program to managing the project, and this is based on a platform of four chapters that describe CRM's role in marketing, customer service, sales force support and automation, and the development of e-business. It also describes the analytical processes, including data mining and modelling. None of these sections is really in depth, but each of them gives a solid introduction. Like most CRM books and thinkers, it is weak on brand and doesn't really understand the role of alignment and brand building as the other half of customer loyalty development. It's also not strong on customer experience and the development of value for customers
The writing is clear and easy, the black-and-white diagrams using informal but attractive style
It would therefore be fairly useful for a manager of an enterprise project or people needing to study this subject on a university or diploma marketing course.
Most helpful customer reviews on Amazon.com
If you know about CRM, this book could be kinda boring..but if you don't care about reading from the beginning again..get it! It's good for coaching.
She introduces not only the how's of CRM but also, when appropriate, the why's, that is, not only the engineering but also the wisdom behind the subject.
If a prerequisite to take part in a CRM project is to know what CRM is about and all critical issues in a successful CRM project, this book fulfills it.