Now, THE CUSTOMER DIFFERENTIAL provides a game plan for implanting CRM at the core of every organization. More than any other book before, it supplies the step-by-step guidelines--complemented by illuminating case studies--on how to put into practice this powerful new directive, including how to:

* Implement a four-step planning process to ensure a successful CRM initiative * Refocus the business and organize the entire company around CRM * Support CRM using metrics and analytics, as well as systems and technology * Transform customer interactions in every department, and at every customer touchpoint

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Top pick, January 24, 2005 Reviewer: Ken Baldwin "Ken" (Seattle, WA) - See all my reviews I would only recommend a few of the many business books I have read...this is one of them. Was this review helpful to you?  (Report this)

Great read...great reference, January 24, 2005 Reviewer: Jon "Jon" (Chicago) - See all my reviews We used this book as a reference across our organization when we were struggling to figure out what CRM should mean for us, and how to make any headway. Was the best from a reference standpoint. Was this review helpful to you?  (Report this)

1 of 1 people found the following review helpful: The Best of the CRM Titles, January 23, 2005 Reviewer: Karen Shelby "Karen" (NY) - See all my reviews I have read 13 different titles on CRM----The Customer Differential is by far the most practical...it's a clear, concise guide that my company is using to implement CRM Was this review helpful to you?  (Report this)

1 of 1 people found the following review helpful: Great overview---even our CEO understood!, January 23, 2005 Reviewer: J. Walker "J. Walker" (CT) - See all my reviews M Nykamp's CRM title provides an overview of what an organization really needs to do in order to gain customer loyalty...a must-read if you're trying to figure it out. Was this review helpful to you?  (Report this)

1 of 2 people found the following review helpful: Disappointing, October 1, 2003 Reviewer: A reader I originally read the book based upon the author's promise of a framework for implementing CRM. Sadly, this book is little more than a collection of buzzwords and acronyms presented without any cohesion. It is as if the chapters of the book were written by different authors as even the style of writing changes throughout. Buy this only if you are completely unfamiliar with CRM and want a compliation of the topic as an overview. Was this review helpful to you?  (Report this)

1 of 5 people found the following review helpful: Transforming to customer-based priorities, July 15, 2002 Reviewer: A reader I found this book to be enormously informative in terms of gaining a competitive advantage by putting your customers first. Written in laymen's terms, it's easy to read and easy to grasp--with interesting real-life case studies. (And I particularly liked the graphics for the CRM Transformation Map and the Customer Experience Cycles on pages 42 and 43.) Finally, a book that explains what it is we need to do to improve our relationships with our customers (that IS what it's all about, after all) and enjoy the consquence of improving our ROI. Was this review helpful to you?  (Report this)

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• Best Books for CRM Strategy: by Ellen Reid Smith, CEO eMarketing Consultancy
  
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• Organizations That Learn-Inspirations: by Glenn Kessler, Teacher & learner
  

• Choose joy at work: by Roger Wyer, writer, consultant, organizational development geek, and joy seeker
  
• Ramp Up Marketing for Business Model Innovation: by Donald Mitchell, Innovation Researchers
  
• Succeed with Marketing for Business Model Innovation: by Donald Mitchell, Innovation Researchers
  

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