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The Ultimate CRM Handbook : Strategies and Concepts for Building Enduring Customer Loyalty and Profitability ReviewThis is the third book on CRM I've read over the last year and it's certainly been the most useful.The structure is a little different from other books I've seen on the subject. I guess you could read it end-to-end, but I've found it most useful just reading the section introductions and then dipping into the individual chapters as required. Being honest, I haven't even read all of the content. It's very comprehensive and some of the material just isn't relevant to my work. But the fact I can get to the parts that are relevant, quickly and easily, is what makes this stand out.
Coming from a business background, I also like level it's pitched at. Despite being pretty detailed at times the text is peppered with client examples to show the ideas are still grounded in reality.
So if you are looking for a broad reference source for CRM that puts the emphasis on business as much as CRM then this is certainly worth considering.The Ultimate CRM Handbook : Strategies and Concepts for Building Enduring Customer Loyalty and Profitability Overview
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