Cracking little book,
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This review is from: The C.R.M. Pocketbook (The Pocketbook) (Paperback)
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. If you haven't been through one yet then there are a few good points made about stakeholders, pitfalls and an explanation of what the whole point of the excercise actually is.
CRM is not necessarily about technology. CRM is better served as a programme. CRM is about who are your most profitable customers, what do they look like [so you can spot them in future] and how are you going to serve customers [like these] more completely in the future.
It is not about sales force automation. It is about supercharging and streamlining your sales processes.