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Posted May 17, 2002
A good book for anyone interested in customer relationship management. The author not only has a good understanding of the strategy, processes and technologies need to successfully implement CRM but also lays out the information logically. The book discusses not only what the term CRM actually covers, but how to present a business case so the top executives can understand the company's need for CRM. The explanation of the 'people process' is invaluable ¿ something I've found lacking in other books on CRM. The way the author discusses the need for Project and Program Management is invaluable for anyone considering a CRM project. But, perhaps, the most useful part of the book is where the author provides concise useful information on specific CRM perspectives ¿ marketing, sales, call centers ¿ and discusses the necessity for data management. Since I work for a small company, I found her chapter on outsourcing CRM invaluable. If you're considering CRM within your company, this book is a must read.Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.