CRM Planning Guide is a thought provoking roadmap, helping companies set course away from the traditional paradigms... -- John Hustad, Marketing Consultant, hustadmc@aol.com
If you have anything to do with a total customer management initiative, buy this book and buy a bunch of yellow post-its. You'll use them. -- James Cecil, Nurture Marketing resource website
If you have anything to do with the planning or execution of a total customer management initiative, buy this book... -- James Cecil, Nurture Marketing
In this slim publication, Lee spells out, in meticulous detail, the precise methodology he has used... -- Rich Bohn, Denali Group
Lee spells out, in meticulous detail, the precise methodology has used to guide numerous clients to successful CRM projects. -- Rich Bohn, SellMoreNow newsletter, July 1999:
Product Description
"The Customer Relationship Management Planning Guide" is a truly customer-driven product. Author and CRM mentor Dick Lee, who speaks internationally on CRM topics, always stresses with audiences the importance in CRM implementation of developing customer-centric business strategies – which must occur prior to re-engineering work processes and selecting software. However, in response to his message, Dick began receiving floods of inquiries for resources to support CRM implementers in the customer-centric planning process. And that’s how “The Customer Relationship Management Planning Guide” was born. Dick took his previously proprietary planning process, honed over 20 years of helping clients put customers in the center of the business circle, converted it into easy-to-follow text and charts and then released it. Today, “Planning Guide” has become the international standard for strategic CRM planning and has helped guide many clients in many countries to successful ! CRM implementations.
In October 2000, “Planning Guide” was joined by a companion book, “The Customer Relationship Management Deployment Guide,” again in response to customer requests. Users of “Planning Guide” wanted the same type support for the tactical phases of CRM, re-engineering work processes and selecting the right software, as Lee provides for the strategic phases in “Planning Guide.” And in January 2001, HYM Press bundled both work guides together with Lee’s best selling overview book, “The Customer Relationship Management Survival Guide,” into a package called “Self-guided CRM.”
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