Customer Reviews

Customer Relationship Management Systems: ROI and Results Measurement

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4 star:		(3)
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1 star:		(3)

 

 

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.

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.

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.

Now I know why calculating ROI for CRM initiatives is so difficult - people try to do it after reading this book! All this contains is a repackaging of some basic finance & statistics topics. If you know anything about NPV calculations, cash flow analysis and probability you've already got everything contained in the book. Additionally, the text is laborious to read. There seems to be no thought in terms of flow from one topic to the next and the author can't seem to remember if he's writing about CRM or simply sales force automation.

A lot of core CRM content in a concise format. Short, easy ready chapters with just the facts

The author repeats himself over and over and over again. It sure cured my insomnia though.