Customer Reviews

Customer Relationship Management: Getting It Right!

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Judy Kincaid has done a masterful job of sorting through the hype and the hope of CRM, and delivering a handbook that we can really use. She lays out the business case, defines the concepts of customer loyalty and retention, and provides step-by-step instructions for companies of all sizes to plan, organize, implement and maintain a customer focus across the business.

Clear-headed and jargon-free, Kincaid discusses the role of the Internet in modern CRM processes. She also provides scores of worksheets and templates that make a complex job easier. Her writing style is serious but also engaging, and she gives plenty of charts and illustrations that break up the text and hold one's interest.

My favorite chapter is 21, on managing data. Kincaid identifies the customer data elements that you need to gather and maintain, where to find them, and how to keep them clean.

Among all the recent books on CRM, this is the most practical, comprehensive and easy to use.

"CRM: Getting it Right" by Ms. Judith Kincaid is a must for everyone who plans to play any role in a CRM project. It is particularly useful for CRM project managers since it lays out an excellent overview of the entire lifecycle of a CRM implementation. It is in fact a complete and exhaustive case study which walks the reader through every step.

Ms. Kincaid's excellent use of plain English and narrative method puts this book within the reach of a very wide audience. She succeeds in translating complex issues into layman's terms which any level reader could easily follow and benefit from. The clear writing is complemented with excellent visuals that make the material even more accessible. The book is very well organized and is full of practical tips and advice. Even experts in the field could benefit from this material by taking a bird's eye view journey and/or by zooming into smaller details as necessary.

The book is also full of ready to use excellent templates. Needles state, I highly recommend this book.

Enjoy it!

"Customer Relationship Management: Getting It Right" is really a great and significant book which can be considered five best books I ever read. This book not only systematically states the components of CRM process and how to make the organization work well with customers, but also draws on the author's extensive working experience to analyze some case studies. I believes that an organization follow the instruction that the book provides step by step will toward to success.

"CRM: Getting it Right" by Ms. Judith Kincaid is a must for everyone who plans to play any role in a CRM project. It is particularly useful for CRM project managers since it lays out an excellent overview of the entire lifecycle of a CRM implementation. It is in fact a complete and exhaustive case study which walks the reader through every step.

Ms. Kincaid's excellent use of plain English and narrative method puts this book within the reach of a very wide audience. She succeeds in translating complex issues into layman's terms which any level reader could easily follow and benefit from. The clear writing is complemented with excellent visuals that make the material even more accessible. The book is very well organized and is full of practical tips and advice. Even experts in the field could benefit from this material by taking a bird's eye view journey and/or by zooming into smaller details as necessary.

The book is also full of ready to use excellent templates. Needles state, I highly recommend this book.

Enjoy it!

"CRM: Getting it Right" by Ms. Judith Kincaid is a must for everyone who plans to play any role in a CRM project. It is particularly useful for CRM project managers since it lays out an excellent overview of the entire lifecycle of a CRM implementation. It is in fact a complete and exhaustive case study which walks the reader through every step.

Ms. Kincaid's excellent use of plain English and narrative method puts this book within the reach of a very wide audience. She succeeds in translating complex issues into layman's terms which any level reader could easily follow and benefit from. The clear writing is complemented with excellent visuals that make the material even more accessible. The book is very well organized and is full of practical tips and advice. Even experts in the field could benefit from this material by taking a bird's eye view journey and/or by zooming into smaller details as necessary.

The book is also full of ready to use excellent templates. Needles state, I highly recommend this book.

Enjoy it!

This CRM book really stands out from the pack! Kincaid has written a great practical guide for harried business people who
want to know what customer relationship management really means and what they should do before they run out to buy software to "do CRM." The case studies were very helpful in program planning and the templates saved a good deal of time getting going.
For anyone in business who needs to manage a team of business experts and information technology experts in a major project, this is THE book to buy. From definition to planning, implementation and measurement, this handbook for change gets you started and provides real guidance along the way.

Judith does an exceptional job in laying out both the overview and the details for a CRM program in any organization. She obviously has a wealth of experience in what to do and what not to do in developing and maintaining a CRM program. I especially like her interest in definitions, such as the definition of a customer and the definition of customer loyalty. Key ideas are clearly outlined throughout the book and I found it very easy to read and follow. Very helpful book for this subject matter.