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Libey and Pickering on RFM and Beyond Review

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Libey and Pickering on RFM and Beyond ReviewAlmost 30 years ago RFM (recency, frequency and monetary value) analysis entered the marketing lexicon, courtesy of Don Libey's first book on the subject. All good and useful things come back in vogue (some never really leave, while some come back with new names with new "thought leaders"). Don Libey and Chris Pickering have produced a useful book worthy of all business libraries and personal libraries. It is already in mine, and will soon be in the libraries of my clients.
Not that I have an opinion.
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mySAP CRM: The Offcial Guidebook to SAP CRM Release 4.0 Review

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mySAP CRM: The Offcial Guidebook to SAP CRM Release 4.0 ReviewThis book is good if you want an overview of what SAP CRM has to offer. However, if you are looking for technical information, I wouldn't purchase this book.mySAP CRM: The Offcial Guidebook to SAP CRM Release 4.0 Overview

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A Guide to Implementing Oracle Siebel CRM 8.x Review

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A Guide to Implementing Oracle Siebel CRM 8.x ReviewWanted to clarify what my book is NOT; it is not a book on Siebel product per se, for which Oracle Corp. has scores of detailed reference and user manuals. My book is clearly focused on the implementation aspects of Oracle Siebel CRM.
My motivation for writing the CRM book was the inherent importance of customer-facing applications that are of critical importance for the success of businesses the world-over. Finally it is the cutomers and their custom that drives the economy.
With ERP implementations reaching a critical mass across thousands of companies across the world, it is expected that that CRMs should be the next priority on the CIOs strategic agenda. However, the lack of momentum is a bit dissapointing (when compared with that of ERP implementations earlier; would welcome comments on vic_kale@hotmail.com).
Unlike for ERPs, there aren't too many books on CRM on the market. My book provides a bridge between the business and technological aspects of implementing CRM in organizations. It provides a sound introduction to CRM programs and systems, and, then focuses on aspects of implementing Oracle's Siebel CRM, including a description of what it is and the tools and techniques that are essential for an effective CRM implementation.
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The Ultimate CRM Handbook : Strategies and Concepts for Building Enduring Customer Loyalty and Profitability Review

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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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The Customer Differential Complete Guide to Implementing Customer Relationship Management CRM Review

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The Customer Differential Complete Guide to Implementing Customer Relationship Management CRM ReviewThere is nothing new here. The text fails to take into account the personalities and politics of individual organizations and the differing needs of individual B2C or B2B customers. You can not prescribe a cure without a careful diagnosis of the problem. The book is shallow at best.The Customer Differential Complete Guide to Implementing Customer Relationship Management CRM Overview

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Customer Relationship Management: A Databased Approach Review

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Customer Relationship Management: A Databased Approach ReviewThis is a nice summary document that Kumar and Reinartz have produced. What sets this book apart from virtually all CRM books is the strong grounding in their own (and colleagues') research. Some of the book is more descriptive, other parts are real gems - not to be found elsewhere. What they really hammer home is the fact that customer satisfaction and loyalty are just means, what matters for companies is profits. These authors understand that satisfaction and loyalty building comes at a cost - something most CRM books just don't get.Customer Relationship Management: A Databased Approach Overview

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The Hidden Power of Your Customers: 4 Keys to Growing Your Business Through Existing Customers Review

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The Hidden Power of Your Customers: 4 Keys to Growing Your Business Through Existing Customers ReviewIn the introduction to "The Hidden Power of Your Customers", Becky Carroll encourages readers to use a highlighter as they read. By the end of the book, I had more yellow highlighter throughout than untouched pages. The book is full of practical advice about unleashing the power of existing customers to: go from satisfied customers to ones with deep affinity, increase their LTV, spread word of mouth and drive referals. The book contains case studies, checklists, metrics and more. I particularly liked the core consept that brands spend the bulk of their marketing dollars on finding new customers and fail to unlock the value of existing customers. In this age when companies confuse followers or fans with true brand asdvocates, it is refreshing to read about a process that makes customers the focus. Not only do "Customers Rock" but so does this book.The Hidden Power of Your Customers: 4 Keys to Growing Your Business Through Existing Customers Overview

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Answering the Ultimate Question: How Net Promoter Can Transform Your Business Review

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Answering the Ultimate Question: How Net Promoter Can Transform Your Business ReviewAnswering the Ultimate Question is an exceptional handbook outlining how to codify the process of enhancing the customer experience -- which is critical especially in today's economy. The case studies are compelling. The Net Promoter Score concept is simple and pithy. Frequently these types of books are academic and enjoyable, but fall short on practical application...Answering the Ultimate Question is different; it provides a practical roadmap. Suggest for business managers seeking to enhance customer experience.Answering the Ultimate Question: How Net Promoter Can Transform Your Business Overview

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CRM at the Speed of Light, 3e Review

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CRM at the Speed of Light, 3e ReviewThis book covers in depth the current CRM and eCRM software on the market. The author covers the theory behind CRM at the start then moves through the precurors of CRM such as Sales Force Automation software. Other topics covered are: sales management, marketing automation, personalization, partner relationship , call centers and integration with ERP applications. The focus of the book are current CRM packages which are Internet(e-business) enabled. The best part of the book are the detailed reviews of current CRM packages based on the authors experience. The author also reviews the company behind each CRM package and exposes its strategy for the future. This is a cutting-edge book detailing all the current CRM packages and anybody interested in CRM, e-CRM or e-business will benefit from reading this book. Relative to other books in the area this is first-class because of the reviews of all the software. Also, the appendix comes with list of current CRM web-sites and web- virtual communities.CRM at the Speed of Light, 3e Overview

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Customer Relationship Management, Second Edition Review

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Customer Relationship Management, Second Edition ReviewHello! I'm the author of the book, and would like to explain how the second edition has been expanded, updated and enhanced.
The publishers contacted adopters and readers of the first edition and asked them what changes they'd like to see incorporated into the new edition. Thanks to everyone who took part. This resulted in a number of important improvements to this edition.

The book is significantly expanded. At seventeen chapters, the second edition is seven chapters longer than the first edition. There are three new chapters dedicated to operational CRM applications - sales force automation, marketing automation and service automation. The chapters define important terms, identify the main vendors and actors, and set out the benefits CRM users can expect to experience and the functionality that is available.
There is a new chapter entitled `understanding relationships'. If CRM is about developing and maintaining relationships with customers, it is important to have clear understanding of what a relationship looks like, and how, if at all, it can be managed. This chapter defines the term `relationship', examines whether customers want relationships with suppliers and vice versa, identifies attributes of successful relationships and reviews five different schools of thought that have influenced relationship management in a business context.
There is a new chapter on planning and implementing CRM projects. This takes readers through a disciplined 5-stage process designed to promote successful CRM outcomes.
There is a new chapter on `customer experience'. Customer experience has become something of a buzzword in the last few years. This chapter explores the concept of customer experience, and addresses the question of whether CRM can or does enhance customer experience.
Many new case illustrations have been added to every chapter, and all other content has been revised and updated. An added feature of this edition is the inclusion of a large number screenshots from CRM software applications. This is designed to give readers a sense of the CRM user's experience.
A final enhancement to this edition is the provision of an array of enriching online content, targeted at meeting the needs of readers and adopters. Adopters have access to a comprehensive set of PowerPoint materials, case studies, learning exercises, and links to CRM vendors, ASP's and analysts.
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