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Customer Relationship Management Systems: ROI and Results Measurement (Paperback)

by Glen S. Petersen (Author)

2.5 out of 5 stars See all reviews (6 customer reviews)

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Editorial Reviews

Product Description
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.

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.

Product Details

Paperback: 161 pages
Publisher: Strategic Sales Performance (March 4, 1999)
Language: English
ISBN-10: 0966935101
ISBN-13: 978-0966935103
Product Dimensions: 9.2 x 6.2 x 0.5 inches
Shipping Weight: 9.6 ounces

Average Customer Review: 2.5 out of 5 stars See all reviews (6 customer reviews)

Amazon.com Sales Rank: #2,210,752 in Books (See Bestsellers in Books)

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Look Inside This Book

Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover

Citations (learn more)

3 books cite this book:

Web Metrics: Proven Methods for Measuring Web Site Success by Jim Sterne on page 310
CRM Best Practices & Self-Assessment by Glen S. Petersen in Front Matter
The Relational Enterprise: Moving Beyond CRM to Maximize All Your Business Relationships by Kenneth Carlton Cooper in Back Matter

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Customer Reviews

6 Reviews

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4 star:		(3)
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Average Customer Review

2.5 out of 5 stars (6 customer reviews)

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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, July 23, 1999

By A Customer

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.

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16 of 21 people found the following review helpful:

4.0 out of 5 stars excellent resource for the sales manager and CRM specialist, October 1, 1999

By A Customer

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.

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3 of 3 people found the following review helpful:

1.0 out of 5 stars Sales automation jumping on the CRM bandwagon, September 17, 2000

By	"1051471440" (Sacramento, CA USA) - See all my reviews

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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Most Recent Customer Reviews

1.0 out of 5 stars Don't waste your time or money
Now I know why calculating ROI for CRM initiatives is so difficult - people try to do it after reading this book! Read more

Published on August 11, 2000

4.0 out of 5 stars Good field guide
A lot of core CRM content in a concise format. Short, easy ready chapters with just the facts

Published on November 20, 1999 by John K Hatherley (jsjjh@worldn...

1.0 out of 5 stars Great book if you want to fall asleep!
The author repeats himself over and over and over again. It sure cured my insomnia though.

Published on September 27, 1999

› See all 6 customer reviews...

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