A Practical Guide to CRM Reviews
A Practical Guide to CRM
In today’s global economy the customer has more and better choices than ever before, bringing on one of the biggest challenges the business community faces today – customer loyalty and retention. To thrive in today’s customer-driven economy a company need
This book explores how to use CRM to integrate all channels and media of customer contact from the Internet through field sales into one system, and how to link CRM tools with sales partners both up and down the supply chain. The emphasis is on knowing the customers and focusing on their needs, in order to to better deploy resources and achieve lower costs, higher revenue, and increased customer loyalty.
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Essentials of CRM: A Guide to Customer Relationship Management (Essentials Series)
ESSENTIALS OF CRM Full of valuable tips, techniques, illustrative real-world examples, exhibits, and best practices, this handy and concise paperback will help you stay up to date on the newest thinking, strategies, developments, and technologies in CRM. “Once again, Bryan Bergeron proves that he is ahead of the curve when it comes to understanding the value of customer relationships. This remarkable book is geared not only toward corporate executives with mega-investments in CRM, but can also be successfully applied to the street corner vendor. His articulate and sensitive style brings this highly involved subject matter to a level we can all understand.”
–Michael Cusack, author of Online Customer Care: Strategies for Call Center Excellence “Managing relationships with customers has become a critical organizational competency. Bergeron has done a superb job of presenting the breadth, complexity, and nature of CRM. This book provides a fabulous and actionable
List Price: $ 52.50
Price: $ 6.99
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A hearty Recommendation,
The author has clearly explained CRM, its premise, it application within the workplace, and its components, processes and technical underpinnings. The book provides the reader with a coherent definition and then backs it up with a CRM action plan that provides a distinct link to business essentials within the scope of a concise understanding of the broad range of processes that it takes to implement CRM. The author does a great job of explaining the necessity of bringing together the business, its processes and technology and does so in a very down to earth manner (no technospeak). The book then provides the reader with a very clear diagram of what is needed to bring a specific CRM application to fruition.
This book provides a very balanced picture of CRM. So if you need to understand CRM, its value, how it relates to business processes and what it takes to implement it, this book is for you. The checklists are invaluable and it gives you basically everything needed for a successful CRM implementation.
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|There are Many Reasons to Buy this Book,
The book should be on the reference shelf of any manager or executive contemplating, implementing or working with CRM since it does a wonderful job of covering the business issues and technical parameters and requirements of CRM. For example, the author goes into considerable detail about how and why CRM is important to meeting business requirements and devotes many pages to the vendor and partner selection process. Furthermore, the book covers CRM from not only the IT viewpoint, but also from the departmental manager and executive office’s perspective. I think it would be hard to find a book with a more comprehensive road map to CRM. Yet, the book is an easy read.
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|A quick read, but….,
If you are new to CRM this is a good book. If you have some experience with CRM, as I do, this lacks detail. The book is definitely just for CRM beginners.
It is a quick read – about 3-4 hrs total cover to cover. The text is all double spaced so the 208 pages goes by very fast. Thus, the value for money is a bit questionable.
The story about 3 roommates that threads its way through the book is a good example of a how a small enterprise gets involved with CRM, however much of the rest of the book’s theory and advice is geared to larger organizations.
The author really concentrates on CRM vis-a-vis customer service representatives. He does not touch on sales force automation or marketing aspects of CRM systems at all. This despite the author telling us of the necessity to include sales and marketing in the CRM implementation and buy-in.
Still, it is a good book overall.
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|Easy Read,
I picked up this book becasuse I had to. Everyone’s been talking about CRM in my company. To my surprise, I actually enjoyed learning about CRM. I’m no technologist, but a manager with real-world challenges. This book lets me talk intelligently with my IT department head and navigate through the fluff vendors throw my way. It’s well worth reading.
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|Provides a great foundation,
I highly recommend this book The ideas that Bryan Bergeron presents were very insightful. This book provided me with the solid background in CRM that I desperately needed. Anyone who needs a solid foundation on CRM should read this book.
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