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Summary: It's a start but read Why They Don't Buy for the full story
Review: A very good book.. but let's get some passion back in there! Real people and real relationships don't live in the software - the software has to support the human warmth and empathy that we can have between us and our customers. An author like Max Mckeown captures that passion and the organisational and technological practicalities required to build processes around people rather than force innocent people to fit into the software that we buy. E-Customer & Why They Don't Buy have made a big impact in Europe but are only just starting to get the recognition that they deserve in the USA. One day they will be regarded as classics! Buy a copy and check out ... for more about a new kind of thinker.
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Summary: Bringing it all together
Review: As a relatively new consultant in the CRM world its hard to know exactly how CRM fits in its broadest scope. Trying to decipher CRM piece by piece can cause migrains the size of Mount Olympus. Mr. Greenberg's book brings all of the components together and presents them in an easy to understand often times humorous way. If you want to know how the seperate disciplines of CRM interact with one another as well as the existing systems of a company and why this is of benefit to a company, then this book is a must read. Or, if you just want to know what the heck CRM is, who the major players are and where the future of the industry is going, it is an irreplacable tool. I recomend this book to anyone who remotely deals with the CRM industry.
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Summary: good topical crm coverage
Review: Greenberg's book features pointed advice regarding the most common CRM topics(SFA, Marketing...). Another chapter I found useful was the chapter detailing the layout of CRM implementations. Although a good read, I have some criticisms: 1. The author is a bit biased to some vendors. 2. Not the best written book. The grammar and structure is not very conducive to "demystifying" CRM. Not a great pleasure to read this book (although quite informative). Perhaps the best feature of this book is the great CRM business ideas that it features. It gets the reader thinking "maybe I should start a company and use some of these business ideas". Case in point: read the PRM and verticals chapter. Good for people looking to start their own CRM consultancy.
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Summary: Comprehensive and Contemporary overview
Review: I also read Dick Lee's book, The CRM Survival Guide. I found both books excellent in illustrating the CRM industry and landscape from slightly different perspectives and writing styles. I've been a Technical Project Manager for large and small CRM projects since 1997, before the phrase CRM was coined. I highly suggest both books. The content of these books is very relevant and provide the essentials to a successful CRM initiative. But beware, the CRM landscape changes by the week and a small number of points in both these books are now outdated.
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Summary: Great Introduction and Reference Tool...but...
Review: It is a great reference tool...but it will be dated by the time it hits paperback.
I didn't like all of the editorials up front especially since they were written by executive staffs of CRM vendors...Leads me to believe they insisted on a read-through...which would tend to keep the book a little too generic. Many were also rambling, thinly veiled marketing spiels.
regardless...if you are stuck trying to figure out what CRM is and how it may fit in your organization...this won't answer the question for you...but it will help you build your foundation of understanding.
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Summary: Clear, Direct, Comprehensive. Best CRM Book in the Market.
Review: Paul has his own style of writing and thinking. Though he always demonstrates certain degree of 'bias', actually he is trying to tell the 'truth' in a subjective way. Paul is knowledgeable in CRM industry. This is the best CRM book I've read so far. No bs. Straight to the point. Particularly good in practical and real life cases / demonstrations. Most of the references Paul quoted are useful and worth to study further. Excellent CRM book!
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Summary: good topical crm coverage
Review: Paul was able to take decades of theory on Consumer Relationship Management and tie it together with emerging technologies in a way that is easy to understand, and above all: accurate. A must read for any business interested in staying in business by meeting the demands of their consumers. Using the Internet to attract, manage, and retain customers will be a requirement for businesses to grow in the new economy.
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Summary: Great tehnology review
Review: This book was truly one of the greatest educational books I've read. Whether it was intended for this or not, I don't know but what a great business overview of what CRM is as a whole. Paul's ability to simplify and his great sense of humour makes this book easy to read, easy to understand and was actually one of the most fun and informative books I've read in awhile. If your looking for a great understanding of CRM with a book that is hard to put down, this is the one. I can't wait for his second edition!
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Summary: Very Good Reading - even for small business crm interest
Review: This is an excellent book for those interested in understanding the strategy behind CRM.
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Summary: When was the last time...you?
Review: When was the last time you read a business book written by an industry insider, and was so captivated by the book's content that you couldn't put the book down?? Well, author Paul Greenberg treats the reader to such a rare experience. Whether you're the CEO of a company concerned about customer loyalty/profitability, a project leader charged with selecting and imlementing a CRM initiative, or a consultant within the CRM industry, this book is for you. The biggest challenge the Business/CRM world faces today is understanding the delineation between CRM as a business strategy, and CRM as an enabling technology. No easy task! But Paul Greenberg clarifies this with incredible ease. The author also, with zero techno-geek language, provides significant insights into areas of CRM such as: What IS CRM/What is it NOT?,Why your company needs CRM!!, ECRM versus CRM(a topic in the business world that seems to be strewn with much confusion), Who the real CRM players are....and why they are REAL, and What roles the internet and wireless applications are playing today, and in the future, and much, much more. So if you're looking to become "CRM literate", or want to add to your CRM knowledge base, and want to actually have fun doing it-Paul's book is interspersed with humorous tidbits- GO BUY THIS BOOK!!
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