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Managing Customer Relationships: A Strategic Framework By Don PeppersMartha Rogers ( Wiley )
Release Date: 2004-04-19
Average Customer Rating:
List Price: $80.00
Price: $64.00
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Product Description
Customer Relationship Management (CRM) is now critical to the profitability and long-term success of companies across all industries. This new book is the first CRM handbook written by the definitive thought leaders in the field of CRM and is edited by best-selling author Don Peppers and Martha Rogers. The all-star team of contributors include such luminaries as Phillip Kittler, Esther Dyson, Seth Godwin, Jim Goodnight, and more. This book develops a framework for CRM and examines such topics as: customer needs and value differentiation, customer acquisition vs.. retention, privacy issues in CRM, CRM metrics, organizational issues in CRM, CRM technology and more.
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Very usefull writing on Customer Value ( rjbouman )
The authors present a very well structured concept around the discovery of customer value, followed by various strategies to capture that value potential. Great balance between theory and case examples.
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 Excellent - worth a read. Could have been more concise.
This book provides comprehensive material on Relationship theory and how organizations can move from a product centered setup to a customer focused one. There are lots of very interesting examples. It is definitely worth a read for anyone interested in Customer Relationship management.
The book is voluminous and covers the concepts in about 500 pages. I felt though, that the same concepts were repeated over and over again many times. It could have been more concise to fit it in about half the number of pages.
Yet, if you read through the entire book patiently, you won't forget any of the key aspects of building a successful business that is oriented arounds its customers rather than just its products or services. You will learn how to manage your customers and the building blocks of of any relationship. I perform a Relationship manager's job in an organization that is already customer centric and does most of what the book recommends, and found this book to add very useful additional insights to what I am already doing in my work life.
Also, you may find that some of the material in the book is more relevant if read a few years ago. Today, many companies are already in the type of customer oriented setup with a Customer manager assigned and empowered to make all decisions, so its likely that, like myself, you may be in an organization that is already organized in a customer centric manner. In this case, you'll have to skip or skim through the chapters that talk a lot about how existing organizations can move from a product centric setup to a customer centric setup. In other words, I felt the book is not 100% current given where Corporate America is. Further, there is a heavy dominance of recommendations more suited for a retail or product based organizations rather than services oriented type of organizations.
Regardless, a must read and offers great value to anyone buying it, especially for fundamentals on Relationship theory and management.
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CS BOOK ( blane124 )
Solid book on CS- long read!
Many good points-
Wish there was a cliff notes version
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The book that was missing ( jalopez )
This book fills in the empty space of academic books in CRM. Most of the publications and articles I've read deal with research on the subject and companies selling their programs. In this book Peppers and Rogers compiled a comprehensive text with theory, research and contributions from other authors that are a valuable tool for the under and graduate level.
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Highly Recommended! ( rolfdobelli )
This very extensive text on customer relationship management leaves nothing unsaid or unexplained. Authors and editors Don Peppers and Martha Rogers tackle the subject with admirable organization, clarity and depth. They define every important term and do not lose the reader in marketing jargon - a rare virtue in a book about marketing. The text, including contributions from other well-known experts in the field, propounds a well-developed theory of customer relationship management (CRM) and sets out numerous examples to illustrate, explain and clarify the theory. Useful as a handbook, textbook or reference manual, the book covers - among many other core subjects - customer identification and differentiation, customer feedback, an analysis of retailing and basic tools for CRM. We highly recommend this book to service-oriented managers and executives. To form profitable relationships with your customers, first get friendly with Peppers and Rogers.
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