Customer Relationship Management Seminars, Videos, and
Books
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A Practical Guide to CRM: Building More
Profitable Customer Relationships, by Janice Reynolds, softcover,
285 pages, 2002, $34.95
The focus here is on "PRACTICAL". Tired of books on CRM theory, strategy, and "culture"? This book gets into the nuts and bolts of what you can do to adopt and implement CRM systems now. Practical tools, practical options, practical projects. |
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Customer Relationship Management Technology, by Dr. Jon Anton, and Bob Vilsoet, softcover, 234 pages, 2002, $39.99
This book is intended for professionals looking to understand CRM technology, implementation methodology, and market research in the emerging industry of providing self-service. Technologies discussed include multi-channel customer touch points, such as telephone calls, e-mail handling, the Internet, interactive voice response technology, and speech recognition..
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Customer Obsession, by Ad Nederlof and Dr. Jon Anton, softcover, 246 pages, 2002, $24.95
Many companies are struggling to come to grips with their own implementation of customer relationship management (CRM) systems. Finally, here is a book that covers the complete "journey" of CRM implementation.
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Essentials of CRM, by Bryan Bergeron, softcover, 220 pages, 2002, $29.95
Full of valuable tips, techniques, illustrative real-world examples, exhibits, and best practices, this handy and concise paperback will help you stay up to date on the newest thinking, strategies, developments, and technologies in CRM.
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CRM Automation, by Barton J. Goldberg, softcover, 294 pages, 2002, $44.99
With all the new players, new functional modules, and new complex technology alternatives, making sense of today's CRM marketplace has become an increasingly daunting task. This book covers topics from how to build a CRM implementation blueprint, to the latest business, technical, and future CRM trends.
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Customer Relationship Management, by Kirstin Anderson and Carol Kerr, softcover, 164 pages, 2001, $14.95
This easy-to-read book is perfect for those that need to understand what customer relationship management is all about, and need to get up to speed quickly. In simple terms, the authors walk you through the jargon, the strategies, and implementation steps that can help you to put real customer relationship management -- not just concepts -- into practice in your organization today.
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Harvard Business Review on Customer Relationship Management, softcover, 192 pages, 2001, $19.95
Beyond the basics, this collection of articles from the Harvard Business Review by leading industry experts introduces topics and thinking at the leading edge of customer relationship management. Click on the book cover for a list and description of the articles included.
Videos
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Customer Driven Process Improvement, by Earl Naumann, VHS video tape, 1 hour 20 minutes run time, includes 1 workbook, $195
Continuous improvement is essential to long-term business success. Improvement initiatives can include changes in products and services, in organization structure, or in the behavior of employees. But one of the most important areas is customer driven process improvement. This video teaches you how to capture customer feedback and link it directly to your organization's core process metrics for continuous improvement.
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Building Relationships With Key Accounts, by Earl Naumann, VHS video tape, 39 minutes run time, includes 1 workbook, $195
With this video, you will learn how to develop lasting relationships with core customers by blending customer satisfaction surveys, personal interviews, team site visits, and process improvement into your organization's corporate culture.