CRM Handbook, The

Praise for The CRM Handbook

Want to avoid being one of the estimated 70 percent of companies who have tried implementing standalone CRM systems and failed? Confused by what your IT suppliers are telling you about CRM? Then you need to read this book! Jill provides acomprehensive, practical, and easy to understand view of CRM and shows you how to successfully implement an enterprise customer-focused solution.

         Kevin Bubeck
             Director, North America Information Strategy, Coca-Cola

CRM could be viewed as the ERP of the 2000s. As such, there will be multiple winners and losers as the marketplace places some large and strategic bets on this technology. In any case, Jill Dych has captured the importance of the concepts and value derived through CRM solutions. Those needs will evolve, of course, but companies will always need the basics that have been discussed.

         Brian Berliner
             Co-founder & EVP, Product Development, Acies Networks

The CRM Handbook provides information for the business person who is trying to understand CRM and how it can effect his/her business. It goes beyond the hype of the acronym and dives into the real issues that a company needs to consider before implementing a CRM solution.

         Joy Blake Scott
             Director, Marketing and Communications, Fastwater, LLP

I havent read anything that has such a practical approach. I view the book as having multiple benefits. It gives a good definition of CRM functionality but also gives detailed guidance of how to approach CRM in your organization.

         Francine Frazer
             Principal Consultant, Net Perceptions

Even better than defining CRM, Jill took on all of the hyperlanguage around CRM and clearly differentiated the various incarnations of CRM. Its also usefulto know what can go wrong and the potential affects of such missteps. Too few authors level with readers about pitfalls!

         Linda McHugh
             Director, Professional Services, Cygent Inc.

The guides based on the business tools that Jill uses with her own clients are fabulous.

         Robin Neidorf
             President, Electric Muse/Clios, Pen Research &...