CEO at Econsultancy
27 February 2001 07:28am
Below are some of the web sites and books that I would recommend if you want to deepen your understanding of (electronic) Customer Relationship Management.
- Web sites
1. CRM search engine
Part of the techtarget.com family of industry-specific search engines, this is a one-stop shop for CRM needs. It is somewhat more than just a search engine, including a market place to buy CRM-related books and a directory of vendors among other things.
“Real CRM Gurus. Real Answers.” That’s the tagline for the site and it’s not an unjustified claim. Apart from some useful white papers, definitions and news the real attraction of this site (which had over 35,000 subscribers world-wide at last count) has to be its moderated discussion group CRM.Talk which has a consistently high level of high value contributions and contributors.
"personalization.com focuses on the most critical challenges facing e-businesses today - how to deliver value to the customer and to the business using profiles of customers. By seeking to provide a gathering point for all parties to address this challenge, personalization.com performs a real service for the e-commerce community." So says John Hagel, co-author of “Net Worth” and “Net Gain”. This is definitely in the eCRM, rather than CRM, arena but is a useful source of resources including forums, vendor details, associations, analysts’ views, events, books and news.
4. CRM Project
Published by Montgomery Research and sponsored by Andersen Consulting CRM Project is a tome of information on CRM and personalization. Particularly useful is the library of white papers from thought leaders in this sphere. Definitely worth a visit.
“The CRM-Forum is the pre-eminent independent on-line resource center for CRM professionals working in the business-consumer marketplace. It provides CRM professionals and companies involved in CRM on both the demand and supply side of the industry with a place to keep up-to-date with CRM developments, and to, meet, discuss, and contact each other about CRM-related issues.“ That’s what is says on the site and that’s exactly what this site is. A great, deep resource.
This site has a strong white papers section but its distinguishing factor when compared to the other resources here is its emphasis on ‘community’. More of the content on the site is actually generated by users e.g. articles and the some of the discussion boards are lively and informative as a result.
You would be forgiven for thinking this was a Yahoo site because of its design and navigation. This site is particularly useful for a more technical and vendor skew on CRM: if you’re looking for vendor solution white papers, for example, this is definitely the place to come.
8. European Centre for Customer Strategies
Clearly the European focus is the unique slant to this site. A slick site that has a good Advice Centre containing plenty of CRM knowledge resources, a European Directory of CRM solution providers, and a unique Product Finder that, whilst not bullet-proof in its results, could be a useful first stab in any product selection process.
This is the accompanying site to the industry standard magazines ‘CRM’ and ‘eCRM’. As such it gets a lot of attention, users and traffic. Not surprisingly, good for news and careers as these are the mainstay of the print publications. Personally, I don’t find this site quite as compelling as some of the others above. Should be in your CRM bookmarks nonetheless.
- Product Guides
Try the following for starters:
1. "Best-of-Breed CRM Software: Customer Relationship Management Functionality Grids" at http://www.businessfinancemag.com/SpecialReports/2000/crm/matrix.html
2. "CRM meets eCRM: An Executive Briefing" on this site at http://www.e-consultancy.com/book/crm_meets_ecrm/
3. "CRM Solutions Guide: Independent Reviews of CRM Technology" at http://www.crmguru.com/content/papers/
Below are the books that I would recommend both for their content and style and because they are reasonably up to date. In particular, I would single out Paul Greenberg’s book to be very useful.
1. CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time
2. The Relationship-Based Enterprise: Powering Business Success Through Customer Relationship Management
3. Secrets of Customer Relationship Management: Its All About How You Make Them Feel
James G. Barnes
McGraw-Hill Professional Publishing
4. Driving Customer Equity : How Customer Lifetime Value is Reshaping Corporate Strategy
5. Loyalty.com: Customer Relationship Management in the New Era of Internet Marketing
McGraw-Hill Professional Publishing
30 July 2008 06:45am
VendorDemo is another great resource for free webcasts, whitepaper downloads, technical papers, and getting acquainted with CRM specialists. Leading software vendors place their products for online demos on this site.
28 May 2009 08:45am
If you're looking for CRM systems, you can download some free white papers on CRM on demand from Oracle from this link:
Managing Director at 70 Fathoms
31 July 2009 14:20pm
If you are considering getting a CRM, consider whether CRM is really what you need.
If we define CRM as a system that will be used by several departments to record all interactions with customers, create an apparently seamless relationship between your company as a whole and one individual and a single customer view... do you really need that?
If you're talking about a sales team, making calls, recording what they did and what they need to do next and getting some management reports out of it, that's quite a different thing.
Be wary of looking at CRM solutions when your objectives are simpler or simply different.
CEO at Darwin CRM
19 October 2009 15:09pm
That's an excellent point Kate, too many people buy into the buzzword "CRM" without precisely defining what they expect it to give them. The more a client defines what success looks like, the more likely they are to achieve it.
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