The CRM Handbook: A Business Guide to Customer Relationship Management (Addison-Wesley Information Technology Series) | 
 enlarge | Author: Jill Dyche
Publisher: Addison-Wesley Professional
Category: Book
List Price: $59.99
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Rating:  30 reviews
Sales Rank: 133984
Media: Paperback
Edition: 1
Pages: 336
Number Of Items: 1
Shipping Weight (lbs): 1.2
Dimensions (in): 9.1 x 7.3 x 0.9
ISBN: 0201730626
Dewey Decimal Number: 658.812
UPC: 785342730623
EAN: 9780201730623
ASIN: 0201730626
Publication Date: August 19, 2001
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| Editorial Reviews:
Amazon.com Review
As the thinkers have said, you should strive in all situations to know yourself and know your enemy. Most of history's great thinkers, however, were not in business. In business, you have to know your customer and understand how your company interacts with him or her. The current term for this is customer relationship management (CRM), and The CRM Handbook is the best textbook for managers on the mechanics of CRM. It's a standout in a field that's filled with squishy books that go on at length about how important CRM is, but which lack details. Jill Dyche provides lots of factual information, real case studies, carefully considered commentary, and reasoned criteria with which to evaluate CRM products and strategies. Though you'll certainly want to supplement Dyche's work with vendors' product literature and implementation proposals, you'll get a lot from her carefully researched book. Dyche devotes some of her (fairly slender) volume to CRM background information but quickly gets to the issues that managers confronted with CRM decisions need to consider. She makes great use of bulleted lists, scorable quizzes, and checklists (sections about what questions to ask vendors, and why, are particularly good) that you can use right now to gauge any organization's suitability to CRM and determine how they need to change in order to get the most out of their systems. --David Wall Topics covered: Customer relationship management (CRM)--as a business practice and as a set of technologies--explained for managers and corporate planners. CRM fundamentals, CRM product selection, and internal promotion of CRM are all covered well.
Product Description
To compete effectively, today's organizations seek to become customer-focused, not product-focused. Customer Relationship Management (CRM) technology promises to help your enterprise do just that -- but implementing CRM presents unprecedented challenges throughout the organization. In The CRM Handbook, leading CRM expert Jill Dyche concise, to-the-point best practices for making CRM work. Jill Dyche begins by introducing CRM's value proposition, and demonstrating how it can significantly enhance the customer's experience. She explains why customer service is central to most CRM deployments, and provides benchmarks you can compare each of your customer touchpoints against. Dyche shows how CRM goes beyond managing customer leads to sharing customer knowledge; how CRM changes the customer's role in B2B and B2C supply chains; and how to use new "analytical CRM" techniques to make smarter strategic decisions. The CRM Handbook contains extensive coverage of planning and deploying CRM, including gauging complexity, choosing tools and vendors, staffing CRM projects, overcoming implementation roadblocks, and much more.An essential resource for every manager involved with -- or considering -- a CRM implementation.
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| Customer Reviews: Read 25 more reviews...
 Very good January 19, 2007
ultimate_question (Munich, Germany)
1 out of 1 found this review helpful
Great overview for strangers to CRM. The only aspect I did not like was the rather short and cynical commentary on privacy in CRM. Privacy is a serious issue that deserves more attention.
 CRM from A to Z, almost ate that book :) October 1, 2006
RAMI KANTARI (DUBAI, United Arab Emirates)
1 out of 1 found this review helpful
My preferred book and my usually recommended reading for trainees who want to learn about CRM strategy and technical jargons. Combined with a CRM supplier explanation of software use and explanations of terms and strategies during training combined with reading this book can make a stranger really feel at home and ready to take on the challenge of introducing change such as CRM.
Return on Customer October 20, 2005
Sally S. Saunders (Australia)
This book presents a much needed financial and economic argument for investing in customer service throughout any public or private organisation. For too long the presentation to executive boards has been based on what is easily labled "soft" arguments. The authors have developed a way to demonstrate the value of customer service that CFOs and CEOs can relate to.
Should be the first book you read on CRM August 19, 2004
Erik Eisel (Huntington Beach, CA)
10 out of 10 found this review helpful
CRM Handbook should be the first general, broad-based, well-written introduction to CRM that you should read. The chapter headings clearly lay out the major functions and goals of CRM, as it relates to selling, marketing and customer service. This book is for all audiences, whether you are a small emerging company, like ours, or a large multi-national. Learn the terminology first -- and the mistakes -- before you start talking to a salesperson. This book is not about technical implementation, or a buying guide to different packages.
This morning, I met Jill unexpectedly at a technology event. She's also very charming and professional.
A rare piece of valuable knowledge, insightful and fun April 8, 2004
Alejandro Berganza (El Salvador. Central America)
3 out of 4 found this review helpful
Ms Dyche dedicates the book to her mother, June Dyche, "who set the book-writing precedent early, and well". I would add, extremely well, and, with the book in my hands, have to also thank her for the excellent upbringing job. She introduces not only the how's of CRM but also, when appropriate, the why's, that is, not only the engineering but also the wisdom behind the subject. If a prerequisite to take part in a CRM project is to know what CRM is about and all critical issues in a successful CRM project, this book fulfills it.
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