The Customer Relationship Management Deployment Guide

The recently released manual, “The Customer Relationship Management Deployment Guide," takes the same, step-by-step approach as author/consultant Dick Lee’s standard-setting predecessor, “The Customer Relationship Management Planning Guide” - but with a new focus. “Deployment Guide shifts from the strategic to the tactical and drills down on process-re-engineering and CRM software selection, leading users through these essential CRM elements one step at a time. Interestingly, author Dick Lee never intended to write this book, believing that CRM implementers most need support in the strategic aspects and that other writers and consultants had already covered the tactical side. But users of “Planning Guide” persuaded him otherwise. They wanted the same type of down-to-earth, objective support provided in “Planning Guide” throughout their implementation process. Lee complied by sharing his mentoring methodology in a straightforward, concise way – supported by extensive use of visual examples and work-saving charts and templates. His straight-forwardness even extends to advising CRM implementers lacking an in-place customer-centric business strategy to refrain from using the book until they complete their ground-floor planning work. “Deployment Guide” caused quite a stir on release for its bluntness and “call-a-spade-a-spade” approach. The sections on process re-engineering demystify work that consultants often charge exorbitant fees for doing – typically using the wrong process design methodology. One prominent reviewer called it “The Consultant’s Unemployment Guide.” And Deployment Guide’s sections on software selection names names and clips quite a few wings of software companies that employ “truth-stretchers” to describe their capabilities. If you like the seemingly complex reduced to simple steps – with no dumbing down – “The Customer Relationship Management Deployment Guide” is for you. “Deployment Guide” is now packaged together with “Planning Guide” and Lee’s best selling overview book, “The Customer Relationship Management Survival Guide,” in a set called “Self-guided CRM.”