The Customer Differential: The Complete Guide to Implementing Customer Relationship Management

by Melinda Nykamp

This text provides step-by-step guidelines for implementing customer relationship management (CRM) throughout an organization. This book explains: the benefits of CRM, the planning, change management,... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 081440622X
• ISBN13: 9780814406229
• Release Date: February 2001
• Publisher: Amacom
• Length: 224 Pages
• Weight: 1.00 lbs.
• Dimensions: 1.0" x 6.3" x 9.3"

Customer Reviews

Top pick

I would only recommend a few of the many business books I have read...this is one of them.

Great read...great reference

We used this book as a reference across our organization when we were struggling to figure out what CRM should mean for us, and how to make any headway. Was the best from a reference standpoint.

The Best of the CRM Titles

I have read 13 different titles on CRM----The Customer Differential is by far the most practical...it's a clear, concise guide that my company is using to implement CRM

Great overview---even our CEO understood!

M Nykamp's CRM title provides an overview of what an organization really needs to do in order to gain customer loyalty...a must-read if you're trying to figure it out.

Out of the crowd

This book has a real value,it goes from the high level concept of CRM up to the good metrics to monitor your CRM strategy. Very few book provide this analytical insight and this one deserve 5 stars to make the subject clear and consistent from strategy to IT level