Top Books for CRM and Customer Marketing By an Amazon.com customer | |
 | The CRM Handbook: A Business Guide to Customer Relationship Management by Jill Dyché Buy new: $38.09 / Used from: $8.45 A combination of CRM intro, management guide, and best practices manual. Everyone I know who does CRM has a copy of this book, and rightly so. Well-written, ultra-thorough, it covers all the bases. |
 | Customers.com: How to Create a Profitable Business Strategy for the Internet and Beyond by Patricia B. Seybold Buy used from: $0.01 The book that started it all. Published in 1998, but still very relevant. |
 | Customer Specific Marketing by Brian Woolf Buy new: $29.95 / Used from: $0.01 I used to work for a major retailer, and this book would have been a good primer for my management. |
 | The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value by Frederick F. Reichheld Buy used from: $0.06 Reicheld is a loyalty marketing trailblazer...Some of his points are obvious but it's required reading if you're in marketing. |
 | The One to One Future by Don Peppers Buy used from: $0.01 Peppers and Rogers are better at vision than they are at tactics...this one is their classic. |
 | The Cluetrain Manifesto by David Weinberger Buy used from: $0.01 A great book for understanding how consumers really think--on the web and elsewhere. |
 | Permission Marketing : Turning Strangers Into Friends And Friends Into Customers by Seth Godin Buy new: $17.16 / Used from: $1.96 Addresses all those questions about privacy and customer consent that I always used to get when I was a consultant. |
 | Differentiate or Die: Survival in Our Era of Killer Competition by Jack Trout Buy used from: $0.01 This book makes the important point that understanding customers isn't enough--distinguishing them from one another is. |
 | Building Data Mining Applications for CRM by Alex Berson Buy used from: $15.52 Only for the technically-hardy, but even so it's a good guide to where most companies really want to be with CRM: predicting behaviors. |
 | Accelerating Customer Relationships: Using CRM and Relationship Technologies by Ronald S. Swift Buy new: $32.57 / Used from: $0.12 An interesting take on the analytical side of CRM. The case studies are all NCR customers, so it's a bit biased. |
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