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Summary: The CRM Handbook: A Business Guide to CRM by Jill Dyche
Review: As a former business unit president of a premier internet software company, I've experienced the CRM hype and misinformation in the marketplace as well as the Board room. Jill's book is the first unbiased look at CRM complete with facts, case studies, definition of terms, checklists to rate vendors, etc. Reading this book could save you millions, literally, in your CRM efforts. I recommend it highly to executives who are thinking about CRM as well as the IT professionals in charge of implementing these strategic projects. In a perfect world, all of the CRM gurus at vendor organizations and analyst firms would read this book prior to saying another word about CRM!
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Summary: Right on the Money
Review: As a former Gartner Group analyst, I am sensitive to publications which "tell it like it is" Vs. those which have some ulterior motive, such as hyping a particular approach or product. Ms Dyche has followed up her success in de-mystifying the world of Data Warehousing and Business Intelligence in her first book, "E-Data", with a second triumph. This is the only book I've read that consolidates the discussion of CRM in marketing, call center, and sales, along with e-commerce and BI/DW, to provide a complete view of the CRM market opportunities. Her BI chapter in particular is the best discussion yet on the differences (and synergies) between BI/DW and CRM, and her future predictions at the end of the book are, well, right on the money. As a bonus, readers get to enjoy her delightful prose in the bargain. A must read if you work anywhere in the rapidly expanding world of CRM
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Summary: Right on the Money
Review: As a former Gartner Group analyst, I am sensitive to publications which "tell it like it is" Vs. those which have some ulterior motive, such as hyping a particular approach or product. Ms Dyche has followed up her success in de-mystifying the world of Data Warehousing and Business Intelligence in her first book, "E-Data", with a second triumph. This is the only book I've read that consolidates the discussion of CRM in marketing, call center, and sales, along with e-commerce and BI/DW, to provide a complete view of the CRM market opportunities. Her BI chapter in particular is the best discussion yet on the differences (and synergies) between BI/DW and CRM, and her future predictions at the end of the book are, well, right on the money. As a bonus, readers get to enjoy her delightful prose in the bargain. A must read if you work anywhere in the rapidly expanding world of CRM
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Summary: Excellent CRM Overview
Review: As a point of reference, I was familiar with CRM and systems development before reading this book. I thought the book was very well laid out giving an overview of CRM, items to look for in a solution, internal business issues and implementation. Anyone that is considering CRM or in the midst getting started, this is a very good book. It covers all of the issues that should be considered and will give you an idea of where you are and where you need to go. Depending on your point of reference, you may get more out of it. If you have been involved in systems selection and installation before this will be more of an overview for you with not a lot of new information except of course if you need to understand CRM. For someone just getting their feet wet, it is an easy read and should give you an excellent start in your initiative. Either way I would recommend the book.
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Summary: Thanks !
Review: Couldn't have asked for a more "user-friendly" road map for the issues. I liked the way the author posed questions to the reader. The scenarios and case studies from actual companies gave the concepts life and helped me think about applications for our business.
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Summary: Should be the first book you read on CRM
Review: CRM Handbook should be the first general, broad-based, well-written introduction to CRM that you should read. The chapter headings clearly lay out the major functions and goals of CRM, as it relates to selling, marketing and customer service. This book is for all audiences, whether you are a small emerging company, like ours, or a large multi-national. Learn the terminology first -- and the mistakes -- before you start talking to a salesperson. This book is not about technical implementation, or a buying guide to different packages.
This morning, I met Jill unexpectedly at a technology event. She's also very charming and professional.
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Summary: CRM
Review: I bought 4 different CRM books and this one's the best of the bunch. The author has clearly walked the CRM walk and you can tell she's actually been in the CRM trenches. Two of the books were theoretical.Dyche is very realistic about changes necessary for CRM and realizes that some companies have to see proof before making drastic organizational and process changes. The checklists and quizzes -- particularly in chapters 7 and 8 -- will be very useful. I really enjoyed the "Manager's Bottom Line" sections that summarized the "take aways" for executives. Kimberley Espinoza
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Summary: Hooray!!! A book that names names!
Review: I'm giving this book 5 stars even though I haven't completely finished it. Why? Because the author took the time and effort to cultivate actual case studies! I'm so tired of business books that site "a major telecommunications firm" or a "really big retailer in the midwest" and expect readers to believe the authors actually did the due diligence and really interviewed these companies. Thankfully, this book names names. The case studies of Harrah's Entertainment, Eddie Bauer, Juniper Bank, and Hewlett Packard are good glimpses into how actual companies are doing the real work. The author interviews real people with real jobs. Granted, some of the case study companies haven't perfectly mastered CRM, but that's what makes them real.
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Summary: Nothing new here...
Review: If you are a CRM novice or a manager this book will confuse you. The book is probably useful if your background is data warehousing. I found the book poorly structured and difficult to read. The book is chock-full of tables and checklists, full of trivial information. It is little wonder that most CRM initiatives fail. Management-by-checklist appears to be the norm in the industry. Effective CRM requires re-defining front-end and back-end processes. The basic CRM rule is simple: technology and features change, processes endure. Unfortunately, how to design, modify or tweak processes is not covered in this book or others in this genre. Unless and until managers understand the basics of multi-channel process redesign, companies are bound to fail at CRM.
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Summary: Perfect balance of technical & business + sage advice
Review: Jill Dyché is one author who never disappoints, and this book is as straightforward and balanced as her first, e-data. Like her first book this one is a balance between technical and business aspects that make it suitable for IT and business process owners. The technical topics are so clearly presented that business process owners will have no trouble understanding them, yet are sufficiently wide that even seasoned IT professionals will learn something new. The same for the business topics: Ms. Dyché's deep understanding of the business issues ensures that subject matter experts from the business side will come away with ideas and knowledge, while their IT counterparts will have a keener appreciation for the issues and challenges faced by their constituents. What makes this book especially valuable, though, are the wealth of checklists, do's and don't's, and case studies that are real - so real in fact that I couldn't help but both admire her clients who allowed themselves to be quoted, and the obvious persuasive power Ms. Dyché used to obtain their permission to quote them. In fact, power is something Jill exhibits throughout this book. Like her first book she in which tells it like it is, she is quick to point out the good and the bad - and nothing escapes her notice. More importantly, her frankness is contagious and inspires you to take the same approach. A priceless example is given in chapter 10 where she tackles company and project politics head on. Most consultants will do anything to remain politically correct, resulting in wishy-washy advice that is filled with qualifiers. Not Jill - she calls 'em as she sees 'em, and the net result is advice that you can use to tackle thorny issues that everyone knows about, but nobody wants to bring up. I also like her emphasis on process before technology, and the reasons why CRM without a dramatic change in culture and business processes will not work. This sets expectations that need to be set up front. Another reason to buy and read this book is CRM and its many components, processes and technical underpinnings are clearly explained. A case in point: ask 3-5 people to define CRM and you'll get different answers. This book pins it down to a coherent definition that is backed up with clear linkage to business imperatives and a clear understanding of the scope and magnitude of what it takes to implement CRM (including sales force automation). The first six chapters in the book give the definition within the context of business goals, and reinforce them with case studies. The second half of the book, Delivering CRM, is where the business, process, project and technology come together. As a whole this book portrays a balanced picture. If you want (or need) to undersatnd CRM, its value, how it relates to business processes and what it takes to implement it, you'll find it all here. Read the book, use the checklists and heed the invaluable advice given on practically every page and you'll have everything you need for a successful implementation.
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