The Relationship-Based Enterprise: Powering Business Success Through Customer Relationship Management

by DMR Consulting Center for Strategic Lead and Ray McKenzie

Business and information companies have been investing the majority of their time and resources into technologies that will develop and maintain close relationships with their customers. The key to... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 0070860815
• ISBN13: 9780070860810
• Release Date: January 2001
• Publisher: McGraw-Hill Companies
• Length: 277 Pages
• Weight: 1.50 lbs.
• Dimensions: 1.2" x 6.3" x 9.3"

Customer Reviews

Excellent book! I have experienced this subject firsthand.

Customer Relationship Management is a topic that permeates DMR Consulting, a vision at the core of the company's outlook toward long-term relationships with customers. During the period of time I have been employed with DMR, I have experienced a phenomenon not common with other companies, a concept that is a case in point for the topics of this book, what I call "Employee Relationship Management" (ERM). Whether this term is real or not, CRM is clearly not an acquired trait of DMR, but rather an inherent trait attained through years of hard work. I believe the topics of this book were written from long experience, because I have felt the key points of this subject firsthand as an employee of DMR. DMR obviously considers ERM at least as important as CRM, since profit is not the primary consideration at the bottom line, at fiscal end. This book is about people, first and foremost, seconded only by value. Providing the complete solution, and not just a singular service, is a key aspect of CRM, and of DMR Consulting.

Powerful

This book not only does an outstanding job of defining CRM (finally) and uncovering the basic concepts involved in CRM but also provides simple, well-organized frameworks for even the uninitiated to pursue. It takes senior management away from the current "IT silver bullet" thinking about CRM and positions it at the business strategy level. At times, the book seems like a voice crying in the CRM wilderness. However, given the simple and powerful concepts, clearly derived from significant real life exposure, the book will probably provide tomorrow's CRM management gospel. This book is required reading for marketing and IT executives, and for everyone who wants to be prepared for the new economy - especially for organizations trying to combine "bricks and clicks". -- Jean-Marc Nantais, Director, Corporate Marketing, Bell Canada Enterprises (BCE)