CRM Today - CRM Book Reviews - Managing Customer Relationships: a Strategic Framework

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One Customer, Divisible: Target, Analyze, and Prosper

Author: Michael W. Lowenstein

Info: Are you getting the most from your customers? Discover how one book could teach you how to optimize your customer relationships. In fact, it goes significantly beyond traditional...
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The Big Book of Customer Service Training Games

Author: Peggy Carlaw & Vasudha K. Deming

Info: Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important...
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The Buzz: 50 Little Things That Make a Big Difference to Serve Your Customers

Author: David Freemantle

Info: Customers are the key to your success. Make a big difference to them by taking care of the little things that matter - this book contains 50 tips and techniques to create...
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High Performance Marketing: Bringing Method to the Madness of Marketing

Author: Naras V. Eechambadi

Info: In his book, Dr. Eechambadi gives marketers essential tools to drive high performance in today's "pressure-cooker" environment. Specific chapters detail a powerful six-point...
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Permission Wave

Author: Mike Adams

Info: Experienced email marketing CEO, Mike Adams, offers advanced techniques to businesses needing to enhance and improve their email relationships with customers. The book shows...
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Building Great Customer Experiences

Author: Colin Shaw & John Ivens

Info: This is an updated edition of the bestselling book by Colin Shaw and John Ivens about building and delivering great customer experiences. Many companies neglect the customer...
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Enabling IVR Self-Service with Speech Recognition

Author: Dr. Jon Anton and G.P. Paul Kowal

Info: Everyone is talking about speech recognition and its many applications. The hype is loud and clear. However, in reality, most contact center practitioners are still on the...
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Smart Marketing -Segmenting Customers for Successful Acquisition & Retention

Author: Russ Lombardo

Info: In his new book, Russ Lombardo answers questions marketers need to know about how to produce successful, personalized marketing programs for acquiring and retaining more customers,...
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Revolutionize Your Customer Experience

Author: Colin Shaw

Info: This book provides the answers to questions that many organizations are asking about the Customer Experience. It also introduces the revolutionary Naïve to Natural™ Model....
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Managing Customer Relationships: a Strategic Framework

Author: Don Peppers, Don Rogers

Info: In today's competitive marketplace, customer relationship management is critical to a company's profitability and long-term success. To become more customer focused, skilled...
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