CRM Handbook, The: A Business Guide to Customer Relationship Management,New

Praise for The CRM HandbookWant 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 customerfocused solution. Kevin BubeckDirector, North America Information Strategy, CocaColaCRM 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 BerlinerCofounder & EVP, Product Development, Acies NetworksThe 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 ScottDirector, Marketing and Communications, Fastwater, LLPI 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 FrazerPrincipal Consultant, Net PerceptionsEven 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 McHughDirector, Professional Services, Cygent Inc.The guides based on the business tools that Jill uses with her own clients are fabulous. Robin NeidorfPresident, Electric Muse/Clios, Pen Research & Interpretation, Inc.The language is easy to read and easy to understand. Terms were well explained so that someone with no prior CRM experience could easily understand the text. Marcia RobinsonPresident, eBusiness StrategiesAn excellent study into what defines todays best practices in the CRM industry. Gareth HerschelSenior Research Analyst, Gartner ResearchJill writes very well. Her writing communicates subjects and topics in a very easy to understand way. At times, I felt like I was listening to her speak or discussing a subject. She is a good communicator! Jill did a very good job of covering all subject areas on the different topics of CRM. I am most impressed with Jill on pointing out all the possible mistakes and creating lessons learned advice which most authors frequently omit. Mary ChanInformation Management Consultant, Kagiso Inc.Jill Dych's The CRM Handbook is a good read for CRM novices and seasoned practitioners alike. Dych's wellwritten, pragmatic approach to understanding CRM's evolution and purpose is a map to a successful CRM program. Dych uncovers the truth behind the CRM software vendor hype, highlights some common roadblocks to CRM project development, and describes how to delineate and prioritize CRM initiatives. Don PeppersPartner, Peppers and Rogers GroupTo compete in today's competitive marketplace, customer focus is no longer simply nice to haveit's a fundamental mandate. This book is a manager's best friend, providing both a primer and a howto guide to defining and implementing Customer Relationship Management. It shows you: The various roles CRM plays in business, and why it's more important than ever The range of CRM applications and uses, from sales force automation to campaign management to eCRM and beyond The context of some of the popular CRM buzzwords The differences between CRM and business intelligence, and why th