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5 books on CRM software [PDF]
March 21, 2025 | 29 |
These books are covering customer data management, sales automation techniques, CRM integration with marketing tools, analytics and reporting features, user interface design, best practices for user adoption and strategies for improving customer relationships.
1. Your Surefire Guide To CRM Success: No More Leaving Money On The Table
2015 by Matt Mountain, Randy Davis
Picture, if you will, a vast ocean of potential sales, floating just out of reach, like a tantalizing mirage in the desert of missed opportunities. Now imagine that you’ve been given the map, the compass and a fully operational spaceship to navigate these treacherous waters—only to realize that half your crew is using it as a coffee coaster, while the other half is convinced it’s a toaster manual. Enter Matt Mountain and Randy Davis, two Salesforce.com sages who have peered into the abyss of failed CRM implementations and lived to tell the tale. This book is your lifeline, packed with wisdom on avoiding the classic blunders—like implementing CRM without actually getting your team to use it, or treating it as a glorified spreadsheet rather than the revenue-generating superpower it was meant to be. With a roadmap covering sales, marketing, operations and customer service, plus a hearty dose of "don’t-do-that-isms," this guide ensures that your CRM won’t just sit there gathering digital dust but will instead propel your business into a dazzling new age of efficiency, alignment, and—most importantly—actually keeping track of your customers. Read it. Your bottom line will thank you.
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2. Implementing SAP CRM: The Guide for Business and Technology Managers
2014 by Vivek Kale
Imagine, if you will, a vast corporate universe where customers drift like subatomic particles in an uncaring void and the only thing standing between order and utter chaos is an arcane system called SAP CRM. This book, much like a particularly well-informed yet slightly exasperated intergalactic tour guide, takes you by the hand (or whatever appendage you use for reading) and explains, in great detail, how to make SAP CRM actually work—despite the fact that software implementations tend to behave like Vogon poetry recitals (endless, confusing and painful to those who fail to prepare). Within these pages, business managers and technologists alike will uncover the mysteries of CRM, the critical success factors and the dark, terrifying anti-patterns lurking in the shadows of bad implementation decisions. With a strong emphasis on transforming your organization into a truly customer-centric entity (rather than one that just talks about it while secretly prioritizing executive bonuses), this book provides the necessary frameworks to align processes, services and even the occasional misguided strategy. Read it and you may just avoid the intergalactic embarrassment of a failed CRM project. Ignore it at your peril.
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3. Customer Relationship Management: Concepts and Technologies
2009 by Francis Buttle
In an infinite and bewildering universe where businesses spend an inordinate amount of time trying to convince customers that they genuinely care—rather than merely wanting their money—there exists a phenomenon known as Customer Relationship Management (CRM). It is, in essence, the organized chaos of acquiring, keeping and developing customers while navigating a labyrinth of sales, marketing, IT systems and the occasional office coffee machine catastrophe. Fortunately, Francis Buttle has heroically compiled this comprehensive tome, ensuring that even the most bewildered manager can grasp CRM without having to decipher ancient scrolls or consult an oracle. This newly updated edition offers a grand tour of CRM concepts, implementation strategies and the delicate art of making customers feel special while quietly categorizing them into databases. With case studies, software screenshots and a Tutor Resource pack (because even CRM needs a good teacher), this book is essential for students, managers and anyone who has ever wondered why businesses keep sending them birthday emails with a 5% discount.
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4. CRM in Real Time: Empowering Customer Relationships
2008 by Barton J. Goldenberg
In the grand and bewildering universe of business, where customers appear and disappear with all the predictability of a subatomic particle on a caffeine binge, there exists a mysterious force known as Customer Relationship Management (CRM). It is, in essence, the fine art of convincing customers that you actually care about them while secretly using vast amounts of data to predict their every whim. Barton J. Goldenberg, a seasoned traveler of this strange and perilous landscape, has compiled a rather useful and possibly life-saving guide to mastering CRM in real time—because, let’s face it, if you’re not managing relationships in real time, you’re basically just apologizing for things that have already gone terribly wrong. This book unravels the tangled mess of people, processes and technology, helping you transform your customer interactions from chaotic cosmic noise into a harmonious symphony of loyalty and satisfaction. With handy maps, checklists and a glossary to decode the sacred texts of CRM jargon, this guide will ensure you don’t accidentally sell your customers a fax machine when they really wanted a spaceship.
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5. Microsoft CRM For Dummies
2004 by Joel Scott, Michael DeLisa
In a universe where customer data lurks in spreadsheets, emails and hastily scribbled notes on coffee-stained napkins, Microsoft CRM emerges as a shining beacon of organization—or at least, that’s the idea. For those who would rather not spend their days wading through endless menus and cryptic error messages, Microsoft CRM For Dummies is here to prevent you from accidentally selling your best customer a discontinued product or sending a birthday email to someone who hasn't been a customer since the last ice age. Joel Scott and Michael DeLisa unravel the mysteries of Microsoft’s take on Customer Relationship Management, guiding you through its labyrinthine sales and service modules, automated event reporting (which sounds impressive but mostly involves reminding you to call people) and a knowledge database so robust it might just know more about your customers than they do. Whether you're a total novice or a battle-hardened CRM warrior, this book ensures that your sales strategies are precise, your reports make sense and your customer interactions don’t end in existential despair.
Download PDF
How to download PDF:
1. Install Google Books Downloader
2. Enter Book ID to the search box and press Enter
3. Click "Download Book" icon and select PDF*
* - note that for yellow books only preview pages are downloaded
1. Your Surefire Guide To CRM Success: No More Leaving Money On The Table
2015 by Matt Mountain, Randy Davis
Picture, if you will, a vast ocean of potential sales, floating just out of reach, like a tantalizing mirage in the desert of missed opportunities. Now imagine that you’ve been given the map, the compass and a fully operational spaceship to navigate these treacherous waters—only to realize that half your crew is using it as a coffee coaster, while the other half is convinced it’s a toaster manual. Enter Matt Mountain and Randy Davis, two Salesforce.com sages who have peered into the abyss of failed CRM implementations and lived to tell the tale. This book is your lifeline, packed with wisdom on avoiding the classic blunders—like implementing CRM without actually getting your team to use it, or treating it as a glorified spreadsheet rather than the revenue-generating superpower it was meant to be. With a roadmap covering sales, marketing, operations and customer service, plus a hearty dose of "don’t-do-that-isms," this guide ensures that your CRM won’t just sit there gathering digital dust but will instead propel your business into a dazzling new age of efficiency, alignment, and—most importantly—actually keeping track of your customers. Read it. Your bottom line will thank you.
Download PDF
2. Implementing SAP CRM: The Guide for Business and Technology Managers
2014 by Vivek Kale
Imagine, if you will, a vast corporate universe where customers drift like subatomic particles in an uncaring void and the only thing standing between order and utter chaos is an arcane system called SAP CRM. This book, much like a particularly well-informed yet slightly exasperated intergalactic tour guide, takes you by the hand (or whatever appendage you use for reading) and explains, in great detail, how to make SAP CRM actually work—despite the fact that software implementations tend to behave like Vogon poetry recitals (endless, confusing and painful to those who fail to prepare). Within these pages, business managers and technologists alike will uncover the mysteries of CRM, the critical success factors and the dark, terrifying anti-patterns lurking in the shadows of bad implementation decisions. With a strong emphasis on transforming your organization into a truly customer-centric entity (rather than one that just talks about it while secretly prioritizing executive bonuses), this book provides the necessary frameworks to align processes, services and even the occasional misguided strategy. Read it and you may just avoid the intergalactic embarrassment of a failed CRM project. Ignore it at your peril.
Download PDF
3. Customer Relationship Management: Concepts and Technologies
2009 by Francis Buttle
In an infinite and bewildering universe where businesses spend an inordinate amount of time trying to convince customers that they genuinely care—rather than merely wanting their money—there exists a phenomenon known as Customer Relationship Management (CRM). It is, in essence, the organized chaos of acquiring, keeping and developing customers while navigating a labyrinth of sales, marketing, IT systems and the occasional office coffee machine catastrophe. Fortunately, Francis Buttle has heroically compiled this comprehensive tome, ensuring that even the most bewildered manager can grasp CRM without having to decipher ancient scrolls or consult an oracle. This newly updated edition offers a grand tour of CRM concepts, implementation strategies and the delicate art of making customers feel special while quietly categorizing them into databases. With case studies, software screenshots and a Tutor Resource pack (because even CRM needs a good teacher), this book is essential for students, managers and anyone who has ever wondered why businesses keep sending them birthday emails with a 5% discount.
Download PDF
4. CRM in Real Time: Empowering Customer Relationships
2008 by Barton J. Goldenberg
In the grand and bewildering universe of business, where customers appear and disappear with all the predictability of a subatomic particle on a caffeine binge, there exists a mysterious force known as Customer Relationship Management (CRM). It is, in essence, the fine art of convincing customers that you actually care about them while secretly using vast amounts of data to predict their every whim. Barton J. Goldenberg, a seasoned traveler of this strange and perilous landscape, has compiled a rather useful and possibly life-saving guide to mastering CRM in real time—because, let’s face it, if you’re not managing relationships in real time, you’re basically just apologizing for things that have already gone terribly wrong. This book unravels the tangled mess of people, processes and technology, helping you transform your customer interactions from chaotic cosmic noise into a harmonious symphony of loyalty and satisfaction. With handy maps, checklists and a glossary to decode the sacred texts of CRM jargon, this guide will ensure you don’t accidentally sell your customers a fax machine when they really wanted a spaceship.
Download PDF
5. Microsoft CRM For Dummies
2004 by Joel Scott, Michael DeLisa
In a universe where customer data lurks in spreadsheets, emails and hastily scribbled notes on coffee-stained napkins, Microsoft CRM emerges as a shining beacon of organization—or at least, that’s the idea. For those who would rather not spend their days wading through endless menus and cryptic error messages, Microsoft CRM For Dummies is here to prevent you from accidentally selling your best customer a discontinued product or sending a birthday email to someone who hasn't been a customer since the last ice age. Joel Scott and Michael DeLisa unravel the mysteries of Microsoft’s take on Customer Relationship Management, guiding you through its labyrinthine sales and service modules, automated event reporting (which sounds impressive but mostly involves reminding you to call people) and a knowledge database so robust it might just know more about your customers than they do. Whether you're a total novice or a battle-hardened CRM warrior, this book ensures that your sales strategies are precise, your reports make sense and your customer interactions don’t end in existential despair.
Download PDF
How to download PDF:
1. Install Google Books Downloader
2. Enter Book ID to the search box and press Enter
3. Click "Download Book" icon and select PDF*
* - note that for yellow books only preview pages are downloaded
