Title: The Customer Relationship Management Planning Guide v2.0: Steps I & II:
Customer-Centric Planning & Redesigning Roles
Author: Dick Lee
Publisher: HYM Press (St. Paul, MN), 2000
Reviewer: Carol Parenzan Smalley, Site Editor, SearchCRM.com
Reviewer's Comments: This spiral-bound "how-to" manual is divided into four main areas: Barriers and Boundaries, Market View, Internal Information, and Redefining Roles. As Lee states in his opening remarks, "CRM doesn't work when approached as a technology. In fact, some 70% of stand-alone CRM technology implementations crash and burn. And for a very simple reason -- they're not carrying out a business strategy." Although it certainly cannot be guaranteed, using Lee's publication may place you in the 30% group of customer-centric companies successfully implementing CRM. Initially, I thought that the price for the book was a little steep. Upon further examination, however, I realized that the book includes a planning diskette to make the process simpler. Perhaps an investment well made. I would have liked to see one additional item added to Lee's publication -- a real-life example of his planning strategies as applied to a company's CRM initiatives.
This was first published in September 2000