Customer Reviews

The Customer Differential Complete Guide to Implementing Customer Relationship Management CRM

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

 

 

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

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.

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

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.

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.

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.

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. Very few book provide this analytical insight and this one deserve 5 stars to make the subject clear and consistent from strategy to IT level

CRM has become somewhat of a meaningless buzzword in the business world today...Nykamp's book brings clarity to an otherwise confusing issue.

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 presented without any cohesion. It is as if the chapters of the book were written by different authors as even the style of writing changes throughout. Buy this only if you are completely unfamiliar with CRM and want a compliation of the topic as an overview.

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 company-wide CRM initiative. The presentation is straight forward and practical, providing a step-by-step solution from CRM strategy development to defining effective measures of success. Whether you are just beginning or are in the midst of adopting a CRM initiative, this is a book that is a benefit to everyone!