Book review: The Customer Relationship Management Survival Guide

Title: The Customer Relationship Management Survival Guide Author: Dick Lee Publisher: HYM Press (St. Paul, MN)...

ISBN: 0-9673757-3-8 Reviewer: Carol Parenzan Smalley, Site Editor, Reviewer's Comments: There's no holding back in Dick Lee's "The Customer Relationship Management Survival Guide." Dick "says it as he sees it" � and boy, does he say it! If you are new to the CRM arena and want to avoid making costly mistakes � this is the book for you. Lee shares his opinions on relationship basics and specific CRM items of interest � from ASPs ("bad, bad, bad") to email marketing ("what it's gonna do mostly is whiz off recipients to the point that they'll wire their e-mailboxes shut"). Want more? From "Understanding CRM" (and "Misunderstanding CRM") to "CRM Nuts & Bolts," Lee covers it all � and in a format that is easy to digest and with a bit of Minnesota humor thrown in for giggles. I read a lot of CRM-related books, and this is one of my favorites � from both a content and readable (translation = enjoyable) viewpoint. Dick Lee was a Live Expert Q&A Guest with in September, 2000. If you want to learn a bit more about Lee and his perspective on CRM before adding this one to your bookshelf, read the session's transcript at,284112,,00.html. eMarketplace: This book is not available through's eMarketplace. Please contact your favorite bookstore.

This was first published in October 2000

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