Read, read, read!

In previous career tips, we offered advice on learning more about both the IT and business process...

issues surrounding CRM initiatives. We asked three leading voices in CRM -- Jim Dickie, partner for Insight Technology Group; Mark Christiani, director of customer care for TouchScape; and Dave Stempien, senior solution consultant for TouchScape � for a list of suggested reading materials to share with you, our registered readers. Here's what they suggested: Magazines "CRM" ( "eCRM Magazine" ( "Field Force Automation" ( "Insite Magazine" ( (under free offers, signup required) "Knowledge Management" ( CRM Websites 24/7 University ( Business 2.0 ( Cornerstone Professional Development ( --educational resource CRM Community ( CRM ( ( �free newsletter and articles CRM Xchange ( ( Future Technologies ( Patricia Seybold Group ( -- free newsletter and articles available Red Herring ( SearchCRM ( ( -- reviews for SFA and CRM software (fee charged) Selling Power Office ( ZDNet CRM Home Page (,10227,6015862,00.html/) Articles and White Papers CRM Solutions: Who's Doing What�2000 http:// (under Featured CRM Articles category) Customer Data Integration: Realizing the Promise of Customer Relationship Management http:// The Customer Relationship Management Ecosystem http:// Why CRM Projects Fail by Jim Dickie http:// Masters of the Customer Connection http:// Customer Advocacy in the Customer-Centric Organization (signup required) (http:// Collection of CRM White Papers (signup required) (http:// The Trouble with Back Office, Front Office Integration CRM Strategy Development Technology-Enabled Customer Relationship Management Relationship Management in the IT Channel: A new Opportunity for Competitive Advantage Books by Patricia Seybold ( E-Business Roadmap to Success by Dr. Rabi Kalakota, Addison Wesley Press�real stories revealing why CRM projects have succeeded or failed One Size Fits One: Building relationships one customer and employee at a time by Gary Heil, Tom Parker, and Deboarah C. Stephens, Van Norstrand Reinhold, John Wiley and Sons Permission Marketing by Seth Godin, Simon and Schuster The Customer Relationship Management Survival Guide by Dick Lee, HYM Press�tactics for making CRM succeed Linda Christie is a contributing editor based in Tulsa, Oklahoma.

This was first published in November 2000

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