Testimonials CRM Toolkit containing Presentation, Roadmap, Implementation plans, Contract, Transition Management, SLA, Governance Management, Change Management and benchmarks.

Roger Frampton from Tucson, AZ
The authors have clearly explained CRM, its premise, it application within the workplace, and its components, processes and technical underpinnings. The toolkit provides the reader with a coherent definition and then backs it up with a CRM action plan that provides a distinct link to business essentials within the scope of a concise understanding of the broad range of processes that it takes to implement CRM. The authors do a great job of explaining the necessity of bringing together the business, its processes and technology and does so in a very down to earth manner (no technospeak). The toolkit then provides the user with a very clear diagram of what is needed to bring a specific CRM application to fruition.

This kit provides a very balanced picture of CRM. So if you need to understand CRM, its value, how it relates to business processes and what it takes to implement it, this kit is for you. The checklists are invaluable and it gives you basically everything needed for a successful CRM implementation.

Sahrah Cho:

“This toolkit covers all the different flavors and dimensions of CRM and its entire lifecycle. I have been involved on all phases of a CRM lifecycle as a data architect, and I find it broad enough to help me understand the context for the entire CRM and my own piece in it. Understanding the overall CRM strategy as well as each component is important because of the dependencies between the different functional areas and between business and technology.

This toolkit is really good on explaining WHY - and therefore it helps you make decisions, plan your approach, and design your solution, whatever your role might be in a CRM project. As someone who has faced many of the issues presented in the toolkit, I found the tips very actionable and insightful (and I just wished I had this toolkit earlier in my career). I also found it useful to re-read the portions of the toolkit as they relate to the phase I am working on and to help me analyze and resolve a management issue.

My only caution is that you should be willing to understand business and technology and all the different business functions, and not just your own - but if you are serious about CRM, you will have to anyway.”

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Don Peppers:

“This is the first CRM material I have read that both provides a solid foundation on CRM and teaches how to actually put CRM in place. I regularly recommend this toolkit to the working professionals who take my graduate course in Data Warehousing and CRM. The materials in the toolkit include helpful case studies, actionable lessons learned, clear delivery of basic and advanced CRM topics, and example tools/deliverables that can be applied in the workplace. It also is a well-written. The CRM toolkit is a must for the office.”

Rick Chapman:

“If you are looking for an information packed resource on advanced CRM ideas and strategies, then I would strongly recommend this toolkit. I own a dozen texts on this subject and this toolkit is one of the best at presenting the key concepts that define state-of-the-art CRM.

I found the chapters on management paticularly interesting. Together, they provided a comprehensive picture of the current challenges in management and then discussed the new capabilities managers should embrace to transform their organizations.

In addition to the wealth of ideas, the toolkit was also filled with industry examples that really helped to bring the topics to life for me. I definitely give this toolkit an enthusiastic two thumbs up.”