Books on Customer Relationship Management

The CRM Handbook: A Business Guide to Customer Relationship Management

In The CRM Handbook Jill Dyché provides lots of factual information, real case studies, carefully considered commentary, and reasoned criteria with which to evaluate CRM products and strategies. This book discusses issues like how to use CRM in marketing, customer service and sales force automation. The CRM Handbook also includes much information on how to successfully implement CRM software in your organization including how to plan and execute CRM projects.

CRM at the Speed of Light: Essential Business Strategies for the 21st Century

This third edition of Paul Greenbergs book CRM at the Speed of Light has been updated to reflect the maturation of the CRM market. The book focuses on Web based technologies for implementing CRM systems and how to match CRM tools to any business. The book has several chapters analyzing currently available CRM software systems. CRM at the Speed of Light discusses winning strategies for acquiring and retaining customers by leveraging the latest advanced Customer Relationship Management technologies.