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Marketing Bookstore - Customer Relationship Management
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Building the Customer-Centric Enterprise: Data Warehousing Techniques for Supporting Customer Relationship Management, by Claudia Imhoff, Lisa Loftis, Jonathan G. Geiger. Wiley; 1 edition.
Strategies for leveraging information technologies to improve customer relationships. An opportunity for companies to really get to know their customers--who they are and their buying patterns. Business managers need an integrated strategy that supports customers from the moment they enter the front door--or Web site--right through to fulfillment, support, and promotion of new products and services. More information.

CRM and ERP: The Convergence of Back- and Front-Office Functionality [DOWNLOAD: PDF]. In recent months, the CRM market has become even more rich and complex. Several notable acquisitions, partnerships, and product announcements herald a new competitive CRM landscape with vendors from increasingly diverse backgrounds and areas of expertise. More information.

CRM in Financial Services: A Practical Guide to Making Customer Relationship Management Work, by Merlin Stone, Bryan Foss, Merlin Stone. Kogan Page.
Customer Relationship Management, CRM, has been one of the strongest areas of management focus in financial services companies throughout the world over the last five years. More information.

Customer Relationship Management Systems Handbook, by Duane E. Sharp. Auerbach Publications; 1st edition.
Handbook provides a detailed description and analysis of the concept, processes, and technologies used in the development and implementation of an effective customer relationship (CRM) strategy. Focuses on relationship technologies used in CRM. More information.

Customer Relationship Management: The Business Case for CRM (The Cranfield School of Management Research Reports), by Simon Knox, Lynette Ryals. Pearson Professional Education. More information.

Data Mining Cookbook: Modeling Data for Marketing, Risk and Customer Relationship Management, by Olivia Parr Rud. Wiley; 1 edition.
Increase profits and reduce costs by utilizing this collection of models of the most commonly asked data mining questions. More information.

Integrating ERP, CRM, Supply Chain Management, and Smart Materials, by Dimitris N. Chorafas. Auerbach Pub.
Organizations enjoy two kinds of strategic advantages. One is transitory: being in the right place with the right products at the right time. The other comes from having first class management and instituting processes that mobilize an organization, keeping in ahead of the competition. More information.

Managing Customer Relationships : A Strategic Framework,by Don Peppers, Martha Rogers. John Wiley & Sons.
Peppers and Rogers, founders of a marketing group, document best practices in building the value of the customer base in global business. More information.

Managing High-Tech Services Using a CRM Strategy, by Donald F. Blumberg, Donald Blumberg. CRC Press. Highlights the benefits of applying CRM in a service environment. Focuses on the crucial issues of managing, marketing, and selling service as a strategic business in the context of a total CRM strategy. More information.

Manufacturing Resource Planning (MRP II) with Introduction to ERP, SCM, and CRM, by Khalid Sheikh. McGraw-Hill Professional; 1 edition.
This reference explains how companies can maximize the money spent on their enterprise resource/materials requirements planning by clarifying the role of each person involved in its implementation. More information.

Microsoft's Quiet, but Perfect, CRM Storm : Assessing the Viability of Microsoft CRM [DOWNLOAD: PDF], by David Daniels, David Schatsky, Joe Wilcox. After years of speculation, Microsoft launches its first version of Microsoft Business Solutions Customer Relationship Management (Microsoft CRM), extending its corporate footprint by jumping into the fastest-growing sector of enterprise application software. More information.

Oracle vs. PeopleSoft: Shakeup in CRM [DOWNLOAD: PDF], by Datamonitor.
This brief will analyze the implications for the CRM industry of a potential PeopleSoft acquisition by Oracle, as well as that of J.D. Edwards by PeopleSoft. The benefits and drawbacks of both deals will be outlined from the standpoint of the firms in question, as well as the end-customer. More information.

Relationship Selling and Sales Management (Mcgraw-Hill/Irwin Series in Marketing), by Mark W. Johnston, Greg W. Marshall, McGraw-Hill, Irwin. Irwin/McGraw-Hill. More information.

Service Management and Marketing : A Customer Relationship Management Approach, by Christian Grönroos, Christian Gronroos. John Wiley & Sons; 2 edition.
This book is guaranteed to challenge company ideas on how services should be managed and the role they play in defining a company's competitive strength and profitability. More information.

The Customer Relationship Management Planning Guide V2.0: CRM Steps I & II, Customer-centric Planning & Redesigning Roles, by Dick Lee. High Yield Marketing Pr; Book&Disk edition.
"The Customer Relationship Management Planning Guide" is a truly customer-driven product. Author and CRM mentor Dick Lee, who speaks internationally on CRM topics, always stresses with audiences the importance in CRM implementation of developing customer-centric business strategies – which must occur prior to re-engineering work processes and selecting software. More information.

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