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This page is under development. If you would like to comment or to suggest a book we should include please contact us.

CRM Books we have read.....

The CRM Handbook - a Business Guide to Customer Relationship Management

Jill Dyché, Addison-Wesley, 2002

Delivers 'just what it says on the tin'. Got to be one of the best CRM books I've read - a step-by-step guide to implementing CRM with plenty of illustrations and practical tips.

loyalty.com - Customer Relationship Management in the New Era of Internet Marketing

Fredrick Newell, McGraw-Hill, 2000

Written in the classic American business book style - easy to read with masses of examples and a passion for the subject. It deals with the impact of the Internet and CRM on marketing.

The Customer Marketing Method - How to Implement and Profit from Customer Relationship Management

Jay Curry with Adam Curry, The Free Press, 2000

Another 'how to' book. Less polished, more 'down home' than some of the others on this page with a more simplistic approach. Useful for smaller businesses with more numbers and stuff about roll out and teams than some.

Accelerating Customer Relationships - Using CRM and Relationship Technologies

Ronald S. Swift, Prentice-Hall, 2001

Really a rewritten datawarehousing book, but useful as so much of CRM depends on good customer data and it takes a lot more work than most people realize.

Customer Relationship Management - A Strategic Imperative in the World of e-Business

edited by Stanley A. Brown of PriceWaterhouseCoopers, Wiley, 2000

A collection of articles based on PWC's experience in CRM (no comment, I'm biased!). Some very interesting, good stuff, a bit theoretical in parts. All 'good' consultants are supposed to leave you wanting more, just like after a Chinese meal, and that's the way this book made me feel.

....and if you haven't read the One-to-One Marketing books (by Don Pepper and Martha Rogers) or can't pretend you have, you're definitely going to be drummed out of the CRM Brownies!

What are you reading? Let us know.

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