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The Customer Differential Complete Guide to Implementing Customer Relationship Management CRM Hardcover – February 15, 2001


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Product Details

  • Hardcover: 224 pages
  • Publisher: AMACOM; 1st edition (February 15, 2001)
  • Language: English
  • ISBN-10: 081440622X
  • ISBN-13: 978-0814406229
  • Product Dimensions: 9.3 x 6.3 x 1 inches
  • Shipping Weight: 1.2 pounds
  • Average Customer Review: 4.1 out of 5 stars  See all reviews (12 customer reviews)
  • Amazon Best Sellers Rank: #2,760,418 in Books (See Top 100 in Books)

Editorial Reviews

Review

... "it supplies the step-by-step guidelines-complemented by illuminating case studies-on how to put into practice this powerful new directive". -- CRMIndustry.com August 2002

About the Author

Melinda Nykamp (Downers Grove, IL) is president and CEO of Nykamp Consulting Group, which specializes in customer relationship management and database marketing, and is a monthly columnist for DM Review.

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Customer Reviews

4.1 out of 5 stars
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Most Helpful Customer Reviews

2 of 2 people found the following review helpful By Karen Shelby on January 22, 2005
Format: Hardcover
I have read 13 different titles on CRM----The Customer Differential is by far the most practical...it's a clear, concise guide that my company is using to implement CRM
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2 of 2 people found the following review helpful By J. Walker on January 22, 2005
Format: Hardcover
M Nykamp's CRM title provides an overview of what an organization really needs to do in order to gain customer loyalty...a must-read if you're trying to figure it out.
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1 of 1 people found the following review helpful By Jon on January 23, 2005
Format: Hardcover
We used this book as a reference across our organization when we were struggling to figure out what CRM should mean for us, and how to make any headway. Was the best from a reference standpoint.
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8 of 12 people found the following review helpful By A Customer on April 17, 2001
Format: Hardcover Verified Purchase
The book is easy read but this is because there is not much beef in it. I am a dedicated student of CRM and found this book as just another addition to the mushrooming literature on CRM. The text is wishy-washy but maybe the cases can be found useful. That is all. There are some very good titles on CRM for beginners and I believe this book does not count as one. I do not recommend it to serious CRM readers at all.
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1 of 1 people found the following review helpful By Ken Baldwin on January 23, 2005
Format: Hardcover
I would only recommend a few of the many business books I have read...this is one of them.
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2 of 3 people found the following review helpful By A Customer on May 20, 2001
Format: Hardcover
There is nothing new here. The text fails to take into account the personalities and politics of individual organizations and the differing needs of individual B2C or B2B customers. You can not prescribe a cure without a careful diagnosis of the problem. The book is shallow at best.
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