The Customer Differential

Rating:
Summary: Transforming to customer-based priorities
Review: I found this book to be enormously informative in terms of gaining a competitive advantage by putting your customers first. Written in laymen's terms, it's easy to read and easy to grasp--with interesting real-life case studies. (And I particularly liked the graphics for the CRM Transformation Map and the Customer Experience Cycles on pages 42 and 43.)

Finally, a book that explains what it is we need to do to improve our relationships with our customers (that IS what it's all about, after all) and enjoy the consquence of improving our ROI.

Rating:
Summary: The Best of the CRM Titles
Review: I have read 13 different titles on CRM----The Customer Differential is by far the most practical...it's a clear, concise guide that my company is using to implement CRM

Rating:
Summary: Disappointing
Review: I originally read the book based upon the author's promise of a framework for implementing CRM. Sadly, this book is little more than a collection of buzzwords and acronyms presented without any cohesion. It is as if the chapters of the book were written by different authors as even the style of writing changes throughout. Buy this only if you are completely unfamiliar with CRM and want a compliation of the topic as an overview.

Rating:
Summary: Top pick
Review: I would only recommend a few of the many business books I have read...this is one of them.

Rating:
Summary: Great overview---even our CEO understood!
Review: M Nykamp's CRM title provides an overview of what an organization really needs to do in order to gain customer loyalty...a must-read if you're trying to figure it out.

Rating:
Summary: Disappointing
Review: This book has a real value,it goes from the high level concept of CRM up to the good metrics to monitor your CRM strategy. Very few book provide this analytical insight and this one deserve 5 stars to make the subject clear and consistent from strategy to IT level

Rating:
Summary: A must read
Review: This book is a must read for all organizations! Nykamp offers great insight in the complex and, more often than not, very challenging task of developing and implementing a company-wide CRM initiative. The presentation is straight forward and practical, providing a step-by-step solution from CRM strategy development to defining effective measures of success. Whether you are just beginning or are in the midst of adopting a CRM initiative, this is a book that is a benefit to everyone!

Rating:
Summary: Great read...great reference
Review: We used this book as a reference across our organization when we were struggling to figure out what CRM should mean for us, and how to make any headway. Was the best from a reference standpoint.