Just Enough CRM (Yourdon Press Computing Series)
Just Enough CRM (Yourdon Press Computing Series)
Just Enough CRM is a practical guidebook for decision makers and those responsible for implementing CRM systems to help them evaluate CRM systems already in place, shorten the selection process, make the right decisions, proceed swiftly to successful implementations and measure the success of CRM initiatives. The book includes checklists and guidelines to make sense of vendors’ pitches, guide implementation projects, and allow readers to create their own custom checklists. This book provides a roadmap for auditing current CRM systems while providing practical tools for conducting effective selection and implementation initiatives. Readers will gain an understanding of best practices for selecting and implementing systems so they can leverage their contributions to the projects they are involved in and suggest appropriate strategies for success.
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IT aspects of CRM,
If you are already mandated from higher ups in your organization with the exact CRM functionality needed or even to troubleshoot an existing CRM implementation, then this book is great for you: It does not waste any time and gets right to the issues of selecting and implementing CRM tools. In that sense, Ms. Tourniaire’s “Just Enough CRM” could easily be re-titled “Just Enough to Select and Implement CRM Tools”.
Whereas another book I am reviewing in parallel portrays CRM as a strictly marketing exercise and barely discusses information technology (IT) tools and issues, this book heavily views CRM from the IT point of view and, at times, one forgets that CRM deals with marketing at all. No harm done: This book is mostly about the technology part of CRM and it does cover it very well. That is not to say it is strictly intended for IT people. It is written in plain language and is readable by anyone on a CRM implementation team.
One of the greatest aspects of this book is that it advocates the use of various metrics to measure different aspects of a CRM project (an idea I wholeheartedly endorse for any type of operation). After all, if you do not measure your processes, how would you know if they are performing right? The book lists some very good tools such as a template and a method for checking and scoring different vendor features. The chapter about “Measuring Success” also hides some gold nuggets.
This book would be a great addition to a CRM library.
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