The Customer Differential Complete Guide to Implementing Customer
The Customer Differential Complete Guide to Implementing Customer Relationship Management CRM
Customer Relationship Management (CRM) is the buzz of the business world. Broader than the age-old principle that “the customer is always right,” CRM targets profitable ways to act on that premise, at all times, across all channels and functions–keeping the customer coming back for more. Now, THE CUSTOMER DIFFERENTIAL provides a game plan for implanting CRM at the core of every organization. More than any other book before, it supplies the step-by-step guidelines–complemented by illuminating case studies–on how to put into practice this powerful new directive, including how to: * Implement a four-step planning process to ensure a successful CRM initiative * Refocus the business and organize the entire company around CRM * Support CRM using metrics and analytics, as well as systems and technology * Transform customer interactions in every department, and at every customer touchpoint
List Price: $ 25.00
Price: $ 12.99
Customer Relationship Management: Getting It Right!
In Customer Relationship Management: Getting It Right! the former Director of HP’s enterprise-wide CRM initiative presents a complete, step-by-step blueprint for designing, implementing, and managing a successful CRM program. Through real-world case studies, Judith W. Kincaid addresses both the managerial and technical challenges of CRM. Kincaid’s process examples and detailed templates make it easier than ever to get started – and get results.
List Price: $ 39.99
Price: $ 4.99
Few More:
Harvard Business Review on Customer Relationship ManagementThis collection of cutting-edge articles will help organizations understand how to build customer loyalty through unique relations…
The CRM Handbook: A Business Guide to Customer Relationship Management(Pearson education) Discusses crucial factors in the use of Customer Relationship Management to compete in today’s marketplace. F…
EasyDirector – Sales & Campaign Management SoftwareEasyDirector Sales Management – allows your team to close deals faster by sharing consistent sales information, tracking deal pro…
Kincaid “gets it right”,
Judy Kincaid has done a masterful job of sorting through the hype and the hope of CRM, and delivering a handbook that we can really use. She lays out the business case, defines the concepts of customer loyalty and retention, and provides step-by-step instructions for companies of all sizes to plan, organize, implement and maintain a customer focus across the business.
Clear-headed and jargon-free, Kincaid discusses the role of the Internet in modern CRM processes. She also provides scores of worksheets and templates that make a complex job easier. Her writing style is serious but also engaging, and she gives plenty of charts and illustrations that break up the text and hold one’s interest.
My favorite chapter is 21, on managing data. Kincaid identifies the customer data elements that you need to gather and maintain, where to find them, and how to keep them clean.
Among all the recent books on CRM, this is the most practical, comprehensive and easy to use.
Was this review helpful to you?
|Best Book on CRM,
“CRM: Getting it Right” by Ms. Judith Kincaid is a must for everyone who plans to play any role in a CRM project. It is particularly useful for CRM project managers since it lays out an excellent overview of the entire lifecycle of a CRM implementation. It is in fact a complete and exhaustive case study which walks the reader through every step.
Ms. Kincaid’s excellent use of plain English and narrative method puts this book within the reach of a very wide audience. She succeeds in translating complex issues into layman’s terms which any level reader could easily follow and benefit from. The clear writing is complemented with excellent visuals that make the material even more accessible. The book is very well organized and is full of practical tips and advice. Even experts in the field could benefit from this material by taking a bird’s eye view journey and/or by zooming into smaller details as necessary.
The book is also full of ready to use excellent templates. Needles state, I highly recommend this book.
Enjoy it!
Was this review helpful to you?
|