Read, read, read!

In previous searchCRM.com 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:


"CRM" (http://www.destinationcrm.com/cr/dcrm_cr_index.asp)
"eCRM Magazine" (http://www.destinationcrm.com//ec/dcrm_ec_index.asp)
"Field Force Automation" (http://www.destinationcrm.com/ff/dcrm_ff_index.asp)
"Insite Magazine" (http://www.touchscape.com/) (under free offers, signup required)
"Knowledge Management" (http://www.destinationcrm.com/km/dcrm_km_index.asp)

CRM Websites

24/7 University (http://www.247university.com/)
Business 2.0 (http://www.business20.com/)
Cornerstone Professional Development (www.astonish-customers.com/) --educational resource
CRM Community (http://www.crmcommunity.com/)
CRM Daily.com (http://www.sellingpower.com/sp_office/index.asp/)
CRMGuru.com (http://crmguru.com) �free newsletter and articles
CRM Xchange (http://www.crmxchange.com/index.html/)
destinationCRM.com (http://www.destinationcrm.com/index.asp/)

    Requires Free Membership to View

Future Technologies (http://www.ftechnologies.com/home.html/)
Patricia Seybold Group (http://www.psgroup.com/) -- free newsletter and articles available
Red Herring (http://www.redherring.com/)
SearchCRM (http://www.searchCRM.com/)
SellMoreNow.com (http://www.sellmorenow.com/) -- reviews for SFA and CRM software (fee charged)
Selling Power Office (http://www.sellingpower.com/sp_office/index.asp/)
ZDNet CRM Home Page (http://www.zdnet.com/enterprise/filters/resources/0,10227,6015862,00.html/)

Articles and White Papers

CRM Solutions: Who's Doing What�2000 http://http://www.crmcommunity.com/ (under Featured CRM Articles category)
Customer Data Integration: Realizing the Promise of Customer Relationship Management http://http://www.acxiom.com//whitepapers/wp-17.asp
The Customer Relationship Management Ecosystem http://http://www.metagroup.com//cgi-bin/inetcgi/search/displayArticle.jsp?fileName=ad724
Why CRM Projects Fail by Jim Dickie http://http://www.crmcommunity.com//resources/journal/article2.htm
Masters of the Customer Connection http://http://www2.cio.com//archive/081500_overview_content.html
Customer Advocacy in the Customer-Centric Organization (signup required) (http://http://www.remedy.com//solutions/crm/)
Collection of CRM White Papers (signup required) (http://http://www.crmcommunity.com//resources/whitepapers.asp
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


Customers.com by Patricia Seybold (http://www.psgroup.com/)
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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