Accelerating Customer Relationships: Using CRM and Relationship Technologies

Rating:
Summary: Excellent Book on Winning CRM Strategies
Review: This is an excellent book that is very well written. It takes the complexity out of CRM and provides winning strategies to put an effective CRM program in place.

It provides a road map on how to design and build a world class CRM solution. And it recognizes that not all companies will build a large system up front, rather taking a step by step approach. Of particular interest was the section on implementing a CRM solution in 100 days. The approach and related disciplines is what matters most and it overviews these nicely.

The chapter that provides numerous examples of customer experiences is also very useful.

The author does an excellent job of pointing out that CRM is much more than customer acquisition and retention. He drives home the point that it is really about developing and managing a relationship.