Accelerating Customer Relationships: Using CRM and Relationship Technologies
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Author: Ronald S. Swift
List Price: $39.99
Our Price: Click to see the latest and low price
ISBN: 0130889849
Publisher: Prentice Hall PTR (18 September, 2000)
Edition: Hardcover
Average Customer Rating: 4.12 out of 5
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Customer ReviewsRating: 4 out of 5
Title Should Be CRM Infrastructure
This book is more technological in nature than CRM strategy. It does give information regarding CRM as a business strategy; however, the core of the book is technology. If you are going to implement CRM at your organization, this book is a must read in conjunction with a book on CRM strategy. A lot of organizations try to implement CRM without having the infrastructure in place that will allow them to fully benefit from CRM. This book clearly defines how the systems infrastructure must be part of the CRM strategy and how they should be implemented together. It very thoroughly explains the use of data warehousing and systems design. The only downside to this book is the duplication of information. It could easily have been 100 pages shorter.
Rating: 4 out of 5
Excellent Book on Winning CRM Strategies
This is an excellent book that is very well written. It takes the complexity out of CRM and provides winning strategies to put an effective CRM program in place.It provides a road map on how to design and build a world class CRM solution. And it recognizes that not all companies will build a large system up front, rather taking a step by step approach. Of particular interest was the section on implementing a CRM solution in 100 days. The approach and related disciplines is what matters most and it overviews these nicely. The chapter that provides numerous examples of customer experiences is also very useful. The author does an excellent job of pointing out that CRM is much more than customer acquisition and retention. He drives home the point that it is really about developing and managing a relationship.
Rating: 5 out of 5
Accelerating Customer Relationships is what it's all about
This book is an indispensable read and reference for the business manager or technology manager that is teamed together. The author has brought together data and information from a very wide variety of sources - and added to it a substantial treasure trove of case studies. It is very real world. The sample project plan and methodology can be applied in many environments.
The case studies and biblography alone are well worth the acquisition price. The author also leaves many pointers to accessing more technical or in-depth materials throughout the book. Its use could save many firms (and teams) a lot of agony. It is truly about accelerating customer relationships - something every business person must be concerned with.
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