Rating: 
Summary: A broad review of issues critical to success with CRM
Review: A comprehensive and broad work discussing the issues which hinder success with CRM automation. Everything from proper Change Management, to Software Trends and Selection Techniques, to the tough issue of Data Integration are covered. Pragmatic approaches on how to improve your chance of success. Rich with case studies of positive programs and mistakes made. A must first-read for anyone contemplating a CRM investment and a good reference for those already down the road.
Rating: 
Summary: Okay, but not great
Review: As a primer I got this book, Jill Dyche's CRM Handbook and John Freeland's The Ultimate CRM Handbook. While you probably could use all three to get a full understand of a very broad topic, I personally found the other two to be more insightful.
Rating:
Summary: Keep this book on your desk and open
Review: Barton Goldenberg carries more CRM knowledge in his little finger than most "global" consulting firms have on staff. Plus, it's practical, actionable knowledge. He's packed an amazing amount of his experience and wisdom inside this very well laid-out, extremely readable book. It doesn't belong on your bookshelf. It belongs on your desk. Opened.
Rating:
Summary: This is the most comprehensive CRM book that I have read.
Review: Barton provides a three dimensional blueprint of how to define, select, integrate, and roll out the best CRM solution for you. With the author's global CRM expertise, he will guide you to the proper solution for your organization. Technology is only one third of the story! It is 70% People and Processes which are the most often overlooked roadblocks to achieving CRM success. Read this clearly defined blueprint and you will get the total picture, with all the interferences spelled out. Bottom Line ... read the book before you invest the time and money!
Rating:
Summary: Blueprint for CRM Success
Review: Barton provides a three dimensional blueprint of how to define, select, integrate, and roll out the best CRM solution for you. With the author's global CRM expertise, he will guide you to the proper solution for your organization. Technology is only one third of the story! It is 70% People and Processes which are the most often overlooked roadblocks to achieving CRM success. Read this clearly defined blueprint and you will get the total picture, with all the interferences spelled out. Bottom Line ... read the book before you invest the time and money!
Rating:
Summary: CRM Success
Review: CRM is a competitive necessity, yet implementing CRM often befuddles even the smartest executives. CRM Automation spells out a clear strategy for successfully implementing CRM; a strategy that will help companies achieve the most common goals for CRM: increased profits, decreased costs, and improved customer loyalty.
Rating:
Summary: Clear Guide for Successful CRM Implementations
Review: Do you have long & difficult to read management texts on your bookshelf - well this book won't be one for gathering dust. This is clearly written from the outset. The author provides a robust definition of CRM, clearly outlines the components of CRM - so you know what CRM is. I love the definition "..... People Process and Technology". As an IT Manager with CRM experience this is the mix for any project but it is particularly important in CRM implementations. Mr Goldenberg covers every aspect of good practice and real life examples. He guides us through the project lifecycle touching every aspect including strategy, requirements analysis, the evaluation of vendors/software and the CRM marketplace. The 10 steps for successful CRM implementations goes further by setting out the golden rules for success - ignore them at your peril. This is not a theory book which was a great relief to me. There is no waffle in this book, it goes to the heart of CRM quickly but you are never left behind. The variety was excellent with many angles covering business, technical, tactical and strategic issues. Although written by the President and founder of a leading CRM Consultancy based in the US this book is not US biased - it works on an international basis and the author clearly has a grasp of the international context. Anyone embarking on a CRM programme should read this book first. And whilst you are in the thick of the assignment - keep the book to hand.
Rating:
Summary: Clear Guide for Successful CRM Implementations
Review: Do you have long & difficult to read management texts on your bookshelf - well this book won't be one for gathering dust. This is clearly written from the outset. The author provides a robust definition of CRM, clearly outlines the components of CRM - so you know what CRM is. I love the definition "..... People Process and Technology". As an IT Manager with CRM experience this is the mix for any project but it is particularly important in CRM implementations. Mr Goldenberg covers every aspect of good practice and real life examples. He guides us through the project lifecycle touching every aspect including strategy, requirements analysis, the evaluation of vendors/software and the CRM marketplace. The 10 steps for successful CRM implementations goes further by setting out the golden rules for success - ignore them at your peril. This is not a theory book which was a great relief to me. There is no waffle in this book, it goes to the heart of CRM quickly but you are never left behind. The variety was excellent with many angles covering business, technical, tactical and strategic issues. Although written by the President and founder of a leading CRM Consultancy based in the US this book is not US biased - it works on an international basis and the author clearly has a grasp of the international context. Anyone embarking on a CRM programme should read this book first. And whilst you are in the thick of the assignment - keep the book to hand.
Rating:
Summary: Excellent guide to CRM implementations
Review: I found this book to be an excellent guide to anyone planning or involved in a CRM implementation.
Rating: 
Summary: Some chapters were good, some were bad, all in all just okay
Review: I got this book as a free gift for attending a CRM conference. Some of the author's points are valid--the book was probably written before a lot of this material became obvious. (One of these days, I'm going to find a book that says "People issues don't matter if your company's managers don't have a customer focus or your firm doesnt have the necessary IT infrastructure in place." Can't wait for that.) I worked for Lucent in the 1990s and would swear that we coined the phrase "People Process and Technology." Anyway, it's been worn pretty thin. The tone of the book was a bit pedantic and stiff and so I found it a bit hard to to get through. I like Paul Greenberg's and Jill Dyche's CRM books much better, though, and would recommend them over this one, along with a new book called "Why They Don't Buy" by Max McKeown that is definitely the go-to book for CRM automation!
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