Customer Reviews

Essentials of CRM: A Guide to Customer Relationship Management (Essentials Series)

5 star:		(6)
4 star:		(1)
3 star:		(1)
2 star:		(1)
1 star:		(0)

 

 

If you are new to CRM this is a good book. If you have some experience with CRM, as I do, this lacks detail. The book is definitely just for CRM beginners.

It is a quick read - about 3-4 hrs total cover to cover. The text is all double spaced so the 208 pages goes by very fast. Thus, the value for money is a bit questionable.

The story about 3 roommates that threads its way through the book is a good example of a how a small enterprise gets involved with CRM, however much of the rest of the book's theory and advice is geared to larger organizations.

The author really concentrates on CRM vis-a-vis customer service representatives. He does not touch on sales force automation or marketing aspects of CRM systems at all. This despite the author telling us of the necessity to include sales and marketing in the CRM implementation and buy-in.

Still, it is a good book overall.

I picked up this book becasuse I had to. Everyone's been talking about CRM in my company. To my surprise, I actually enjoyed learning about CRM. I'm no technologist, but a manager with real-world challenges. This book lets me talk intelligently with my IT department head and navigate through the fluff vendors throw my way. It's well worth reading.

I highly recommend this book The ideas that Bryan Bergeron presents were very insightful. This book provided me with the solid background in CRM that I desperately needed. Anyone who needs a solid foundation on CRM should read this book.

What striked me as odd in this book is the background of it's author: Medicine and IT.My skepticism unfortunatelly proves well founded.The book is built around a quite simplified example of a bike shop that fails to clear things up.The writer spends much time explaining technological advances in broad terms and less time with the marketing aspect of CRM.It contains no case studies.Too introductory.It will give you some understanding of CRM but limited.All in all i did not find it a helpfull book on the subject .Only for execs with no touch with current technologies as a starting point, not good from a marketing perspective.

Never has a business trend been more popular, more expensive and less understood than customer relationship management, or CRM. The costs of CRM can be astronomical, and while the benefits also can be great, they are often less easily to predict, due to the complexity of the systems. Byron Bergeron breaks down CRM into its component parts, and in so doing, helps the reader grasp just what makes the price so high, and why it might all be worthwhile. In his discussion, Bergeron touches on the major suppliers of CRM technology, the need for employee training, implementation issues, and virtually every other factor an executive might need to consider in evaluating whether or not to undertake a CRM program. We from getAbstract highly recommend this comprehensive work.

This remarkable book is geared not only toward corporate executives with mega-investments in CRM, but can also be successfully applied to small business owners as well. Bergeron tackles a highly involved subject matter, and brings it to earth for levels of management to utilize.

It was a pretty good book, but it was a little too high level. If you are new to CRM this book is pretty good, but if you have picked anything up from the various business magazines then it is not as useful. I would have liked to see more specifics discussed regarding implementations and possible pitfalls.

I highly recommend this book The ideas that Bryan Bergeron presents were very insightful. This book provided me with the solid background in CRM that I desperately needed. Anyone who needs a solid foundation on CRM should read this book.

I highly recommend this book for any executive who is wants to know all of the essentials of CRM. Its comprehensive, easy to read and covers everything you need to know. I really like Bryan Bergeron's writing style...he explains the complicated in an easy to understand way. This guy knows what he's talking about. I have several of his books...Dark Ages II was his best. Can't wait for more.