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| The CRM Handbook: A Business Guide to Customer Relationship Management (Addison-Wesley Information Technology Series) | 
| Author: Jill Dyche
Publisher: Addison-Wesley Professional
Category: Book
List Price: $59.99
Buy New: $18.04
You Save: $41.95 (70%)
Buy New/Used from $18.04
Avg. Customer Rating:  (30 reviews)
Sales Rank: 109415
Languages: English (Original Language), English (Unknown), English (Published)
Media: Paperback
Edition: 1
Number Of Items: 1
Pages: 336
Shipping Weight (lbs): 1.2
Dimensions (in): 9.1 x 7.3 x 0.9
ISBN: 0201730626
Dewey Decimal Number: 658.812
UPC: 785342730623
EAN: 9780201730623
ASIN: 0201730626
Publication Date: August 19, 2001
Availability: Usually ships in 1-2 business days
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| Customer Reviews:
 I highly recommend this useful and valuable book February 17, 2004
2 out of 2 found this review helpful
To flourish in today's competitive market an organization must have all its employees understand why the organization thrives... The simple answer is because they give their customers what they need. After working for more than 20 years in IT organizations I found this to be true at every level. You will have greater success in any endeavor by listening to, understanding, and giving your customer what they need. Learn this important lesson and practice CRM with each and every client. This book gives you everything you need to know about CRM. The role of CRM in business, definitions and examples of key terms and related applications, case studies of what has worked and what hasn't, and dozens of lists and guidelines. Jill Dyche has a knack of giving you just the right information to keep you interested without all the boring details. I recommend this book to both young and seasoned professionals alike.
Enjoyable Read on CRM December 1, 2003
Jill's book provides a comprehensive and in-depth view on CRM. As MBA/MS in Technology Management student, our learning team used it as a guidebook throughout the semester to explore CRM and related concepts. We felt fortunate that we picked this book, as it provided for us with a very solid business and technology understanding and enriched classroom discussions. Several of us who are particularly interested in CRM/Data warehousing-related applications found the second part of the book on "CRM Programs" very practical.It is also a very entertaining read. Jill is an author who can convey the complicated, dry ideas in an interesting and lively way. It is easy to follow Jill's thoughts - her very frank style will certainly invites you to further explore the field of CRM along with her. You will also enjoy the vivid illustrations.
Still the best read on CRM November 5, 2003
4 out of 4 found this review helpful
This book is one of the best reads out there regarding CRM. It's clear, readable, and full of real world examples. This book focuses on what a business person needs to know -- without teaching them IT-level details. I don't want to become a CRM developer -- I want to understand what CRM is and how I can benefit from it. This book responds to that need.
A Business Guide that Really Helps Business! November 11, 2002
4 out of 7 found this review helpful
This is the first CRM book I have read that both provides a solid foundation on CRM and teaches how to actually put CRM in place. I regularly recommend this book to the working professionals who take my graduate course in Data Warehousing and CRM. The materials in the book include helpful case studies, actionable lessons learned, clear delivery of basic and advanced CRM topics, and example tools/deliverables that can be applied in the workplace. It also is a well-written and entertaining read. The CRM Handbook is a must for the office bookshelf.
Great read before starting CRM and as reference both November 4, 2002
9 out of 12 found this review helpful
This books covers all the different flavors and dimensions of CRM and its entire lifecycle. I have been involved on all phases of a CRM lifecycle as a data architect, and I find it broad enough to help me understand the context for the entire CRM and my own piece in it. Understanding the overall CRM strategy as well as each component is important because of the dependencies between the different functional areas and between business and technology. This book is really good on explaining WHY - and therefore it helps you make decisions, plan your approach, and design your solution, whatever your role might be in a CRM project. As someone who has faced many of the issues presented in the book, I found the tips very actionable and the case studies insightful (and I just wished I had this book earlier in my career). I also found it useful to re-read the portions of the book as they relate to the phase I am working on and to help me analyze and resolve a design issue. My only caution is that you should be willing to understand business and technology and all the different business functions, and not just your own - but if you are serious about CRM, you will have to anyway.
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