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CRM Unplugged: Releasing CRM's Strategic Value

Authors: Doug Turk, Philip Bligh
Publisher: Wiley
Category: Book

List Price: ~~$60.00~~
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Rating: 5.0 out of 5 stars

2 reviews
Sales Rank: 140330

Media: Hardcover
Pages: 224
Number Of Items: 1
Shipping Weight (lbs): 1
Dimensions (in): 9.1 x 6 x 1.1

ISBN: 0471483044
Dewey Decimal Number: 658.812
EAN: 9780471483045
ASIN: 0471483044

Publication Date: April 23, 2004
Availability: Usually ships in 1-2 business days
Shipping: Expedited shipping available
Condition: New in new dust jacket. Light shelf wear to jacket. New book. Glued binding. Paper over boards. With dust jacket. 205 p. Contains: Illustrations. Audience: General/trade.

Also Available In:

•	Digital - CRM Unplugged: Releasing CRM's Strategic Value

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Editorial Reviews:

Product Description
Building and maintaining a customer-centered enterprise cost-effectively is a hot topic and key business issue. This book provides the definitive work on how to derive return from investment. It shows readers strategies for successful CRM implementation into a company, and how to achieve a good ROI through CRM, and also details best practices.

Customer Reviews:

5 out of 5 stars

Quick, practical, innovative approach to CRM May 23, 2004
David A. Karp (Flower Mound, TX United States)
2 out of 3 found this review helpful

This book provides thought-provoking and practical advice about how to drive sustainable business impact from customer-facing initiatives. The advice is based on a careful blend of well know frameworks from leaders like Professor Michael Porter and years of experience from the authors and leading corporations. The descriptions of how to use CRM to increase competitive advantage and improve profitability are particularly intriguing, as they elevate CRM from a business initiatve to a business imperative.

The authors have included plenty of examples of real world successes and failures, and hence keep the book rooted in practical and actionable guidelines. I highly recommend this book for CRM novices and experts and for technical and business professionals, as there is important advice in here for everyone.

5 out of 5 stars Customer Strategy "How To" May 1, 2004
Mark Vanderhoff (Novi, MI)
5 out of 5 found this review helpful

Don't let the title scare you, this is book is all about customer strategy--a "how to" book on effectively implementing customer relationship management. Relying on their experience, Bligh and Turk demonstrate how CRM SHOULD be executed--using a customer demand-driven approach. They include some amazing real-world examples from Fortune 500 companies including Dell, Wal-Mart and Pepsi to deliver this point--CRM initives implemented the right way are essential to the success of a business. Failures are covered too as learning opportunities. Chapter 2 has a case study about how Halloween 1999 was Hershey's scariest ever, a fantastic example. Each chapter ends with a "Key Points" summary to make reading easier and quickly review the material. If you think CRM is just software, pick up "CRM Unplugged", it should help change your perception.

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