CRM Handbook, The: A Business Guide to Customer Relationship Management 1st Edition

We are currently in the process of evaluating a number of CRM products, and while the examples provided in this book are a bit dated, this book's philosophy is very much current. This book has helped to supplement my understanding of CRM and to has been instrumental in helping to shape our organizational approach to this expensive and time consuming investment. Well worth the read.

This is a very informative and relative resource. It's a great read, or for use as a desktop reference. Worth the purchase.

If you wanna know step by step, get this one. It's clear, have good examples, figures and everything so you can understand how to do CRM at the beginning and a preview for what could come on.If you know about CRM, this book could be kinda boring..but if you don't care about reading from the beginning again..get it! It's good for coaching.

Extremely dated, copyright 2002.

This book nicely summarizes Crm knowledge. A must read for all practitioners and managers. World reed an appendix in the era of social media.

Information is out of date, considerably. What a waste of my hard-earned money!

Ms Dyché dedicates the book to her mother, June Dyche, "who set the book-writing precedent early, and well". I would add, extremely well, and, with the book in my hands, have to also thank her for the excellent upbringing job.She introduces not only the how's of CRM but also, when appropriate, the why's, that is, not only the engineering but also the wisdom behind the subject.If a prerequisite to take part in a CRM project is to know what CRM is about and all critical issues in a successful CRM project, this book fulfills it.

Excellent CRM book; the only problem is that it has become a little dated. With the advent of "Big Data", many of the concepts are not as relevant as they once were.