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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. - 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.

When Less is More

Having to cut costs to sustain your business in hard times? Marketing budgets are often the first in line for the chop. But rather than cut blindly and possibly harm your business for years to come check out our top cost cutting tips which can actually improve your marketing. <More>

Do Web Ads Work?

'Anecdotal feedback from many of my advertisers is:- "Web advertising is now our biggest source of new leads, and the leads we get from your site spend more, on average, than the leads we get from other sources." In fact the customer renewal rates on my site have been over 95% for a couple of years now, and as most of my advertisers typically seem willing to spend much larger sums year on year, there is enough evidence to convince me that web advertising can work very well.

So how does this correlate with Kotler and Nielsen who both say web advertising doesn't work. Some people are saying one thing, while others are saying another. My answer is simple....' <More>

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