A frequent speaker at crm and ebusiness conferences and user groups, she is author of edata. Jill dyche serves as vice president of best practices at sas, where she and her team counsel business and it leaders on how to succeed and make changes stick. Managing your crm project a preimplementation checklist. According to gartners it glossary, customer relationship management is a business strategy that optimizes revenue and profitability while promoting customer satisfaction and loyalty. The various roles crm plays in business, and why its more important than ever. Praise for the crm handbook want to avoid being one of the estimated 70 percent of companies who have tried implementing standalone crm systems and failed. It may lack advanced features, but its easy to use and easy to read. Amid global disruptions due to coronavirus, businesses need to redo supply chain best practices. Back then i was a management consultant, and my clients were all buying crm products, plugging them in, and expecting sales to denotate.
A business guide to customer relationship management addisonwesley, 2002 was to steer both executives and practitioners toward bestpractice tactics for what jill called simply getting customers to come back. Last weeks crm success story started back in 2002 verizons crm program continues to delight customers, 15 years after it began. Jill provides acomprehensive, practical, and easy to understand view of crm and shows you how to successfully implement an enterprise. Jill dyches the crm handbook is a good read for crm novices and seasoned practitioners alike. In this podcast, sat down with jill dyche, partner and cofounder of baseline consulting, a sherman. I am most impressed with jill on pointing out all the possible mistakes and creating lessons learned advice which most authors frequently omit. Running microsoft dynamics crm workflow and other functions. Blogger, speaker, software executive, and bestselling author jill dyche has been. This book is a managers best friend, providing both a primer and a howto guide to defining. It staffers envision the payoff of having the crm acronym on their resumes. Jill is a featured speaker at industry conferences, university programs, and. The crm handbook addisonwesley information technology. Currently vice president of sas best practices, she was previously a partner and cofounder of baseline consulting, a professional services firm that focuses on enterprise data issues.
Jill provides acomprehensive, practical, and easy to understand view of crm and shows you. Five golden rules for revitalizing moribund initiatives in a glacial economy january 14, 2002. This book is a managers best friend, providing both a primer and a howto guide to defining and implementing customer relationship management. The snazziest enduser interface and most enthusiastic marketing staff will never compensate for the crm system that doesnt do what its supposed to. She has worked in and written about business intelligence for more than 20 years. Dyche uncovers the truth behind the crm software vendor hype, highlights some. This feature takes a long, hard look at crm and obtains input from it strategists on the front lines of crm implementation. Learn crm implementation preparedness from both business and technology perspectives in this chapter from jill dyches crm handbook. A business guide to customer relationship management jill dyche. The range of crm applications and uses, from sales force automation to campaign management to ecrm and beyond. Of course, as simple as that objective was, it involved sales, marketing, field services, customer. The subject of crm is a very relevant one that lots of people will be interested in for obvious reasons.
Computerworld there are many ways to make a bad technology decision for a customer relationship management crm system, but only a few ways to make. Dyches wellwritten, pragmatic approach to understanding crms evolution and purpose is a map to a successful crm program. Jill dyche explains how to roll out a glitchfree crm implementation. Jill dyche is an internationally recognized author, speaker and business consultant. She also penned the bestselling the crm handbook and customer data integration. Dyche uncovers the truth behind the crm software vendor hype, highlights some common roadblocks to crm project development, and describes how. Jill dyche s the new it was listed as one of the 60 top books on leadership and strategy written by women. Aug 09, 2001 the best textbook for managers on the mechanics of customer relationship management crm, the crm handbook provides an indepth analysis of the theories behind customercompany interaction. Its much easier to learn to use the latest software tool than it is to truly understand how to access, format, correct, annotate, provision, and explain important business. The infrastructure that enables the delineation of and increase in customer value, and the correct means by which to motivate valuable customers to remain loyal indeed, to buy use again. My current focus is getting it and business organizations to collaborate more effectively and not kill each other.
The crm handbook by jill dyche, 9780201730623, available at book depository with free delivery worldwide. Publisher, pearson education, limited, isbn, export citation, bibtex. Description to compete in todayscompetitive marketplace. Dyche uncovers the truth behind the crm software vendor hype, highlights some common roadblocks to crm project development, and describes how to delineate and prioritize crm initiatives.
The crm handbook jill dyches the crm handbook is a good read for crm novices and seasoned practitioners alike. Computerworld there are many ways to make a bad technology decision for a customer relationship management crm system, but only a. Dychs wellwritten, pragmatic approach to understanding crms evolution and purpose is a map to a successful crm program. The current term for this is customer relationship management crm, and the crm handbook is the best textbook for managers on the mechanics of crm. A business guide to customer relationship management learn crm implementation from both business and technology perspectives in this chapter from jill dyche s crm handbook.
The idea that customer data integration is just a new name for old practices is similar to the thinking when customer relationship management crm first emerged, expert jill dyche told about 50 attendees during her keynote speech at the customer data integration americas summit. Dyche discusses todays business intelligence market and how one can succeed it in. The various roles crm plays in business, and why its more important than ever the range of crm applications and uses, from sales force automation to campaign management to e crm and beyond. Read the crm handbook a business guide to customer relationship management by jill dyche available from rakuten kobo. Confused by what your it suppliers are telling you about crm. The best textbook for managers on the mechanics of customer relationship management crm, the crm handbook provides an indepth analysis of the theories behind customercompany interaction. In the crm handbook, leading crm expert jill dyche concise, tothepoint. Jill provides acomprehensive, practical, and easy to understand view of crm and shows you how to successfully implement. In business, you have to know your customer and understand how your company interacts with him or her. Get it today with same day delivery, order pickup or drive up. Its a standout in a field thats filled with squishy books that go on at length about how important crm is, but which lack details. The crm handbook addisonwesley information technology by.
And i would like to believe that the question of what books to read in order to learn crm is certainly one coming from an enthusiast or a stud. Many of the pervasive statistics citing crm failure rates in the sixty to seventy percent range reflect such itinitiated. If customer relationship management crm is going to work, wrote. Jill did a very good job of covering all subject areas on the different topics of crm.
Getting the right data to the right people at the right time can make or break a crm initiative and its something crm professionals need to think about holistically. The range of crm applications and uses, from sales force automation to campaign management to e crm and beyond. Blogger, speaker, software executive, and bestselling author jill dyche has been the crm handbook laid the groundwork for how companies not only. A business guide to customer relationship management by jill dyche published aug 9, 2001 by addisonwesley professional. Praise for the crm handbook want to avoid being one of the estimated 70 percent of companies who have tried implementing standalone. A business guide to crm by jill dyche published by user, 18 years ago as a former business unit president of a premier internet software company, ive experienced the crm hype and misinformation in the marketplace as well as the board room. How to choose crm software integrating data mining in business processes. Customer data integration not solved by crm, data warehouses. She has recently spearheaded several of baseline consultings projects centered on crm implementation and readiness. Jul 27, 2009 managing customer data has always been a critical factor in successfully deploying crm and that hasnt changed. Cush and hannah smalltree cover the basics of customer data integration cdi. One of 2017s women to watch retail leader magazine.
The various roles crm plays in business, and why its more important than ever the range of crm applications and uses, from sales force automation to campaign management to ecrm and beyond. It gives a good definition of crm functionality but also gives detailed guidance of how to approach crm in your organization. A business guide to customer relationship management. The crm handbook jill dyche for mac is supposed to bring back the look of older the crm handbook jill dycheting systems, but all it does is allow the viewing screens corners to be rounded. Jill dyche wrote this handbook that has now become a managers best friend, providing both a primer and a howto guide to defining and implementing crm. Jul 17, 2019 the subject of crm is a very relevant one that lots of people will be interested in for obvious reasons. Dyche uncovers the truth behind the crm software vendor hype, highlights. Last weeks crm success story started back in 2002 cio. She is the author of the crm handbook, a bestseller and featured in cio magazine, and. Whatever the case, far too many companies begin their crm initiatives in it in the hopes that eventually the rest of the company will catch on. In any case, jill dyche has captured the importance of the concepts and value. Crm handbook, the jill dyche 9780201730623 ebusiness 59. The idea that customer data integration is just a new name for old practices is similar to the thinking when customer relationship management crm first emerged, expert jill dyche told about 50 attendees during her keynote speech at the customer data integration americas summit cdi is legitimately a brandnew approach, said dyche, partner and cofounder of baseline consulting inc.
Jill dyches the new it was listed as one of the 60 top books on leadership and strategy written by women. Mary chan information management consultant, kagiso inc. Jill dyche sas best practices, vice president techtarget. Dyches wellwritten, pragmatic approach to understanding crms evolution and purpose is a map to a. Praise for the crm handbook want to avoid being one of the estimat. Integrating data mining in crm business processes 2. To compete in todays competitive marketplace, customer focus is no longer simply nice to haveits a fundamental mandat.
How to choose crm software by jill dyche, feb 18, 2002 computerworld dont let vendor hype or the cfos golf buddy drive your crm decision. Mar 01, 2002 the author, jill dyche, defines crm as. At the bottom, a large mockup of the cue ball allows you to designate the spin on the. Most of historys great thinkers, however, were not in business. Crm technologies enable strategy, and identify and manage customer relationships, in person or virtually. Praise for the crm handbookwant to avoid being one of the estimated 70 percent of companies who have tried implementing standalone crm systems and failed. Ginger cooper, founder of the customer relationship management association, conducted an email round table with six crm thought leaders, jill dyche, paul greenberg, erin kinikin, michael maoz, denis pombriant and crmguru founder bob thompson, to find out what cem should mean to you.
Chapter fivecrm in ebusiness many of todays and now, yesterdays ebusinesses have made the often fatal mistake of delaying customerfocused initiatives until their companies turned a profit. Customer data integration cdi basics, with expert jill. Currently vice president of sas best practices, she was previously a partner and cofounder of baseline consulting, a professional services firm that focuses on enterprise data issues prior to cofounding baseline, jill worked for pioneering technology vendors teradata and computer associates. A business guide to customer relationship management book. Jill provides acomprehensive, practical, and easy to understand view of crm and shows you how to successfully implement an enterprise customerfocused solution. Managing customer data has always been a critical factor in successfully deploying crm and that hasnt changed.
Author jill dyche spells out the critical questions to ask other users of crm software. Large enterprise software vendors like ibm and sap had begun building their own customer management solutions as it analyst firms frantically updated their quadrants and waves. Jill provides acomprehensive, practical, and easy to understand view of crm and shows you how to successfully implement an. Jill dyche is an acknowledged speaker, author, and blogger on the topic of. Led selection of hosted provider and software platform. Writer, classic rock lover, dog rescuer, company founder, software exec, and now independent management consultanti speak, blog, and pester my friends about these topics. A business guide to customer relationship management jill dyche publisher. Priority software s mobile apps and mobile app generator improve access to its erp systems and improve productivity for processes.
821 315 1527 1421 89 760 1559 1470 1145 62 461 470 449 170 741 605 1311 235 465 888 266 82 413 978 447 608 128 1430 901 1038 759 385 871 1108 979 62 373 126 1410 1093 1165 1154 309 466 805