Customer Reviews

Strategic CRM: the complete implementation manual

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Leave it to Dick Lee to observe that the only result of down'n'dirty Customer Relationship Management implementations is to get down and dirty. His trademark common-sense approach which made the first version so indispensable is sharper than ever in 2.0.

Lee's distilled his earlier work here. The book completely updates his four-step method -- Developing Customer-Centric Strategies, Redesigning Workflow, Re-engineering Work Processes and Supporting With Technology -- and presents it between two covers for ease of use.

Lee's the ideal guide for companies already convinced of the need for CRM, but who need highly practical step-by-step guidance. He dispenses with high-flying jargon and theoretical musings in favor of showing what CRM looks like on the ground. How should you structure team leadership, identify the market cycle for each customer group or map current data flows? What size conference room should you book for a certain team meeting, how much time should it take and how many flip charts and markers will you need? Lee gives you the benefit of his vast experience in answering such questions which you probably didn't even think to ask. His painstaking visual representations of old vs. new sales proposal cycles, proposal resolutions, customer service flows, etc. are definitive, to make them any simpler he'd have had to do them in crayon.

Battle scars are all over the book. On "Change Management" he says "There are two aspects of change management critical to the success of CRM implementations: Leadership and firefighting. The more you have of #1, the less you'll need of #2." Here's a man who's seen more unnecessary firefighting than he cares to remember. He's learned that the best way to impart the information that needs to be imparted is to use the old threefold approach: Tell 'em what you're gonna tell 'em, tell 'em, then tell 'em what you just told 'em. From setting a baseline to beta and launch he walks you step-by-step through what needs to happen when; a seeing-eye dog doesn't provide better guidance than this.

This is an implementation manual in the most literal sense of the term, a book to have open on the desk while you implement CRM.

David Sims, owner of business freelance and copywriting house David Sims Writing writes regularly for CRMGuru.com and CRM magazine among other publications.

Dick Lee's latest editorial undertaking - Strategic CRM - is rich in personal experience and implementation strategies and rewarding in potential CRM results. A four-step process manual to be read with pen in hand, Lee makes you think - and think again. Exhaustingly exhilarating, Strategic CRM is a win-win opportunity for both you and your customers. You Betcha!

Dick Lee has done it again - distilled years of consulting experience into a practical guidebook that will assure the success of virtually any CRM project. Don't expect the usual consultant's mindless assortment of silver-bullet checklists though. These projects still take work. I will say that if you diligently follow the steps clearly outlined in Strategic CRM, Dick Lee's complete CRM implementation manual, your customers will be better off for it!

...

Dick Lee's "Strategic CRM" is a cut above other CRM books for a simple reason: instead of grand theories, it offers practical, field-tested advice for making CRM really work. Dick does a great job boiling down years of experience into a useable planning guide. If you're serious about CRM, this book is a great investment that will help you avoid the obstacles that have derailed many CRM projects.

Dick Lee's latest editorial undertaking - Strategic CRM - is rich in personal experience and implementation strategies and rewarding in potential CRM results. A four-step process manual to be read with pen in hand, Lee makes you think - and think again. Exhaustingly exhilarating, Strategic CRM is a win-win opportunity for both you and your customers. You Betcha!

Carol Parenzan Smalley, CRMGuru.com

Leave it to Dick Lee to observe that the only result of down'n'dirty Customer Relationship Management implementations is to get down and dirty. His trademark common-sense approach to CRM is distilled in this revised compendium of his earlier books, which completely updates his four-step method -- Developing Customer-Centric Strategies, Redesigning Workflow, Re-engineering Work Processes and Supporting With Technology -- and puts it between two covers for the first time.

Lee's the ideal guide for companies already convinced of the need for CRM, but who need highly practical step-by-step guidance. He dispenses with high-flying jargon and theoretical musings in favor of showing what CRM looks like on the ground. How should you structure team leadership, identify the market cycle for each customer group or map current data flows? What size conference room should you book for a certain team meeting, how much time should it take and how many flip charts and markers will you need?

Lee gives you the benefit of his vast experience in answering such questions, and others which you probably didn't even think to ask. His painstaking visual representations of old vs. new sales proposal cycles, proposal resolutions, customer service flows, etc. are definitive, to make them any simpler he'd have had to do them in crayon.

Battle scars are all over the book. On "Change Management" he says "There are two aspects of change management critical to the success of CRM implementations: Leadership and firefighting. The more you have of #1, the less you'll need of #2." Here's a man who's seen more unnecessary firefighting than he cares to remember. He's learned that the best way to impart the information that needs to be imparted is to use the old threefold approach: Tell 'em what you're gonna tell 'em, tell 'em, then tell 'em what you just told 'em. From setting a baseline to beta and launch he walks you step-by-step through what needs to happen when, a seeing-eye dog doesn't provide better guidance than this.

This is an implementation manual in the most literal sense of the term, a book to have open on the desk while you implement CRM.

Dick Lee rightfully points out that technology is a valuable tool, but it's only as good as the strategies, workflow and work processes it supports. This concise manual is a must read for anyone considering or already involved in CRM implementation. The advice he gives is immediately applicable.

Dick Lee has done it again - distilled years of consulting experience into a practical guidebook that will assure the success of virtually any CRM project. Don't expect the usual consultant's mindless assortment of silver-bullet checklists though. These projects still take work. I will say that if you diligently follow the steps clearly outlined in Strategic CRM, Dick Lee's complete CRM implementation manual, your customers will be better off for it!

Today, no business topic generates more interest, and at the same time more confusion, than Customer Relationship Management (CRM). Dick Lee's new report; strategic CRM, is a no nonsense comprehensive guide that can help any organization more effectively chart the course for their initiative, while avoiding the hidden traps that continue to derail the majority of projects. This manual's step-by-step approach to CRM is a must have no matter how experienced you are with CRM technologies.