Just Enough CRM

Rating:
Summary: Easy on the eyes, a good read.
Review: As I read this book I feel as though the Author (Francoise Tourniaire) is in the same room with me giving me calm reassuring and sensible advice. The writing style does not assume you're an idiot, nor does it assume you're a guru. I have not finished it yet, however it's the kind of book that will probably be a keeper.

Rating:
Summary: IT aspects of CRM
Review: If you are already mandated from higher ups in your organization with the exact CRM functionality needed or even to troubleshoot an existing CRM implementation, then this book is great for you: It does not waste any time and gets right to the issues of selecting and implementing CRM tools. In that sense, Ms. Tourniaire's "Just Enough CRM" could easily be re-titled "Just Enough to Select and Implement CRM Tools".

Whereas another book I am reviewing in parallel portrays CRM as a strictly marketing exercise and barely discusses information technology (IT) tools and issues, this book heavily views CRM from the IT point of view and, at times, one forgets that CRM deals with marketing at all. No harm done: This book is mostly about the technology part of CRM and it does cover it very well. That is not to say it is strictly intended for IT people. It is written in plain language and is readable by anyone on a CRM implementation team.

One of the greatest aspects of this book is that it advocates the use of various metrics to measure different aspects of a CRM project (an idea I wholeheartedly endorse for any type of operation). After all, if you do not measure your processes, how would you know if they are performing right? The book lists some very good tools such as a template and a method for checking and scoring different vendor features. The chapter about "Measuring Success" also hides some gold nuggets.

This book would be a great addition to a CRM library.