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Title: The Blueprint for CRM Success: Results of a Comprehensive Study Identifying Best Practices Leading To ROI And Factors Contributing To Failure by Dick Lee, David Mangen, Bob Thompson ISBN: 0-9673757-8-9 Publisher: High-Yield Marketing Press Pub. Date: 18 December, 2002 Format: Spiral-bound List Price(USD): $195.00

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Average Customer Rating: 3 (2 reviews)

Rating: 1
Summary: WHOA, THE PRICE! NO EARTH-SHATTERING BLUEPRINT HERE..
Comment: ...especially not anything you would not be much better off simply scouring the net for. Which happens to be FREE and sports a truckload of such putative blueprints, best practices, ROI enablers, success stories and whatNot -- CRM Guru, CRM Forum, CRM Daily ...ad infinitum. If your reasoning is to skip the information overload and bag all the available wisdom in one neatly bound huggable volume, you'd still do better to look elsewhere, there is easily a wild smattering of CRM wisdom in books that cost a decent coin instead of the Four Seasons price on this tome. After all, it is only fair to expect some ROI on reading dollars, no?

Rating: 5
Summary: The Straight Skinny
Comment: Dick Lee and Bob Thompson are two names that have been around the CRM space for years. But more than their tenure, they're noted for their straight talk and solid opinions. 'Blueprint for CRM Success' continues this no-nonsense tradition.

First, you'll learn CRM is not just software and is not just about technology. Beyond this however are clear step by step guidelines for instituting change and implementing a CRM culture as well as application.

Part II's 'Blueprint for CRM Success' and Part IV's 'Customer-centric Strategies' alone are worth the price of admission!