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The Customer Differential Complete Guide to Implementing Customer Relationship Management CRM [Hardcover]

Melinda Nykamp (Author)

4.1 out of 5 stars See all reviews (12 customer reviews) |

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Book Description

Publication Date: February 15, 2001

The Complete Guide to Implementing Customer Relationship Management

#outer_postBodyPS { display: none; } #psGradient { display: none; } #psPlaceHolder { display: none; } #psExpand { display: none; } The Complete Guide to Implementing Customer Relationship Management

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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.

Product Details

Hardcover: 224 pages
Publisher: AMACOM; 1st edition (February 15, 2001)
Language: English
ISBN-10: 081440622X
ISBN-13: 978-0814406229
Product Dimensions: 9.1 x 6.1 x 0.9 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: #1,660,909 in Books (See Top 100 in Books)

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More About the Author

› Visit Amazon's Melinda Nykamp Page

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Customer Reviews

12 Reviews

5 star:		(9)
4 star:		(0)
3 star:		(0)
2 star:		(1)
1 star:		(2)

Average Customer Review

4.1 out of 5 stars (12 customer reviews)

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Most Helpful Customer Reviews

2 of 2 people found the following review helpful:

5.0 out of 5 stars The Best of the CRM Titles, January 22, 2005

Karen Shelby "Karen" (NY) - See all my reviews

This review is from: The Customer Differential Complete Guide to Implementing Customer Relationship Management CRM (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:

5.0 out of 5 stars Great overview---even our CEO understood!, January 22, 2005

J. Walker "J. Walker" (CT) - See all my reviews

This review is from: The Customer Differential Complete Guide to Implementing Customer Relationship Management CRM (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:

5.0 out of 5 stars Top pick, January 23, 2005

Ken Baldwin "Ken" (Seattle, WA) - See all my reviews

This review is from: The Customer Differential Complete Guide to Implementing Customer Relationship Management CRM (Hardcover)

I would only recommend a few of the many business books I have read...this is one of them.

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› See all 12 customer reviews...

Most Recent Customer Reviews

5.0 out of 5 stars Great read...great reference
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. Read more

Published on January 23, 2005 by Jon

1.0 out of 5 stars Disappointing
I originally read the book based upon the author's promise of a framework for implementing CRM. Sadly, this book is little more than a collection of buzzwords and acronyms... Read more

Published on October 1, 2003

5.0 out of 5 stars Transforming to customer-based priorities
I found this book to be enormously informative in terms of gaining a competitive advantage by putting your customers first. Read more

Published on July 15, 2002

5.0 out of 5 stars A must read
This book is a must read for all organizations! Nykamp offers great insight in the complex and, more often than not, very challenging task of developing and implementing a... Read more

Published on July 12, 2002

5.0 out of 5 stars Great Clarity!
CRM has become somewhat of a meaningless buzzword in the business world today...Nykamp's book brings clarity to an otherwise confusing issue.

Published on July 12, 2002

1.0 out of 5 stars Same Old Same Old
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... Read more

Published on May 20, 2001

5.0 out of 5 stars Out of the crowd
This book has a real value,it goes from the high level concept of CRM up to the good metrics to monitor your CRM strategy. Read more

Published on May 19, 2001

2.0 out of 5 stars Nothing to write home about
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... Read more

Published on April 17, 2001

5.0 out of 5 stars Transformative Number Cruncher
Nykamp displays an uncanny grasp of CRM, and once you start reading this, you'll be hard pressed to put it down. But it's possible. Read more

Published on February 16, 2001

› See all 12 customer reviews...

Inside This Book (learn more)

First Sentence:
Imagine a world in which you could readily locate and purchase the products and services that you need, coupled with receiving ongoing relevant communications and amazing service and support. Read the first page

Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
customer differential, unique customer segments, customer scorecard, customer touchpoints, customer metrics, customer intelligence, business metrics, purchase cycle, segment managers, customer dynamics, competitive differentiation, customer performance, transformation map, contact strategies, targeted media, customer acquisition

Key Phrases - Capitalized Phrases (CAPs): (learn more)
Fast Mailing, United States, Data Warehousing Taskforce, Customer Relationship Department, Clothes Unlimited, Nykamp Consulting Group, Acme Airlines, United Kingdom, Wanda's Wardrobe, Latin America

New!
Concordance | Text Stats

Citations (learn more)

This book cites 1 book:

Sales and Marketing (First Books for Business) by Affinity Communications on page 152

4 books cite this book:

Essentials of Shared Services (Essentials Series) by Bryan Bergeron in Back Matter
Stepping Up to ISO 9004:2000 by Russell T. Westcott in Back Matter
Handbook of CRM: Achieving Excellence through Customer Management by Adrian Payne in Back Matter
Essentials of CRM: A Guide to Customer Relationship Management (Essentials Series) by Bryan Bergeron in Back Matter

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