Customer realationship management is one of the hottest topics in corporate America today. Projections for spending on Customer Relationship Management Systems is $5 billion by the year 2002. Most organizations have a great deal of trouble justifying their systems, this is a unique text that addresses the issue of justification and tracking performance.
Book Description
Editorial Reviews
About the Author
Glen Petersen is a consultant, speaker, and researcher in the Customer Relationship Managment Systems industry. He writes articles and is quoted in many publications. He is the author of High Impact Sales Automation: A Strategic Perspective which has also been translated into Japanese.
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Most Helpful Customer Reviews
11 of 12 people found the following review helpful:
4.0 out of 5 stars
Excellent guide to the business end of sales automation,
By A Customer
This review is from: Customer Relationship Management Systems: ROI and Results Measurement (Paperback)
This book provides a good guideline for translating analytical concepts unique to sales automation into language for effective communication to senior management. It is especially useful because it takes a systematic process improvement approach, as opposed to narrowly focusing on implementing a given software package.
16 of 21 people found the following review helpful:
4.0 out of 5 stars
excellent resource for the sales manager and CRM specialist,
By A Customer
This review is from: Customer Relationship Management Systems: ROI and Results Measurement (Paperback)
The author does an excellent job of developing the methodological framework for the Customer Management ROI. The reader gains a well-designed roadmap for successful CM sales and implementations.
3 of 3 people found the following review helpful:
1.0 out of 5 stars
Sales automation jumping on the CRM bandwagon,
By "1051471440" (Sacramento, CA USA) - See all my reviews
This review is from: Customer Relationship Management Systems: ROI and Results Measurement (Paperback)
I found this book a waste of time and money. I got the distinct feeling that the author wrote a book about sales automation ROI, and then substituted "CRM" for the words "sales automation" after the fact. Anyone who actually works in the CRM field for a business will know more than this author does about CRM.
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