Average Reviews:
(More customer reviews)Judy Kincaid has done a masterful job of sorting through the hype and the hope of CRM, and delivering a handbook that we can really use. She lays out the business case, defines the concepts of customer loyalty and retention, and provides step-by-step instructions for companies of all sizes to plan, organize, implement and maintain a customer focus across the business.
Clear-headed and jargon-free, Kincaid discusses the role of the Internet in modern CRM processes. She also provides scores of worksheets and templates that make a complex job easier. Her writing style is serious but also engaging, and she gives plenty of charts and illustrations that break up the text and hold one's interest.
My favorite chapter is 21, on managing data. Kincaid identifies the customer data elements that you need to gather and maintain, where to find them, and how to keep them clean.
Among all the recent books on CRM, this is the most practical, comprehensive and easy to use.
Click Here to see more reviews about: Customer Relationship Management: Getting It Right
In Customer Relationship Management: Getting It Right! the former Director of HP's enterprise-wide CRM initiative presents a complete, step-by-step blueprint for designing, implementing, and managing a successful CRM program. Through real-world case studies, Judith W. Kincaid addresses both the managerial and technical challenges of CRM. Kincaid's process examples and detailed templates make it easier than ever to get started - and get results.
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