The CRM Handbook by Jill Dyché
A Business Guide to Customer Relationship Management

No critic rating

Waiting for minimum critic reviews

See Reader Rating


To compete in today's competitive marketplace, customer focus is no longer simply nice to have—it's a fundamental mandate. This book is a manager's best friend, providing both a primer and a how-to guide to defining and implementing Customer Relationship Management. It shows you:

The various roles CRM plays in business, and why it's more important than ever The range of CRM applications and uses, from sales force automation to campaign management to e-CRM and beyond The context of some of the popular CRM buzzwords The differences between CRM and business intelligence, and why they're symbiotic Why the customer-relationship failure rate is so high, and how to avoid becoming another CRM statistic Case studies of visionary companies who've done CRM the right way


About Jill Dyché

See more books from this Author
Jill Dyché is principal consultant with Baseline Consulting Group, which provides management consulting & technology implementation services to Fortune 500 companies. She has recently spearheaded several of Baseline Consulting's projects centered on CRM implementation and readiness. A frequent speaker at CRM and e-Business conferences and user groups, she is author of e-Data: Turning Data Into Information With Data Warehousing (Addison-Wesley).
Published August 9, 2001 by Addison-Wesley Professional. 336 pages
Genres: Business & Economics, Computers & Technology. Non-fiction

Reader Rating for The CRM Handbook

An aggregated and normalized score based on 41 user ratings from iDreamBooks & iTunes

Rate this book!

Add Review