Self-guided CRM (Customer Relationship Management)

With customer loyalty rates hitting all time lows - and business profitability often contingent on bucking the trend towards higher and higher defection rates - what better time for release of a practical resource to help companies lengthen and strengthen customer relationships? "Self-guided CRM" is a packaged set of three highly-acclaimed books on customer relationship management by consultant/author/trainer Dick Lee: "The Customer Relationship Management Survival Guide," a bound paperback, provides a 20,000 foot overview of CRM including valuable tips to help you avoid becoming a "CRM statistic." "The Customer Relationship Management Planning Guide," a spiral bound workbook, provides step-by-step instruction to help you through steps one and two of successful CRM implementation - customer-centric planning and redesigning roles and responsibilities. "The Customer Relationship Management Deployment Guide," also spiral bound, provides step-by-step instruction to help you through the steps three and four of successful CRM implementation - re-engineering work processes and choosing the right CRM technology. Together, these books detail the author's four-step methodology for CRM implementation that is quickly becoming the international standard. While many "knock-offs" are already appearing, this is the real thing - an approach time-tested over Dick Lee's twenty years invested in helping clients strengthen customer relationships and reduce customer churn. Although "Self-guided CRM" was developed for use by organizations implementing CRM themselves," CRM consultants aware of its development through trade sources generated a remarkable presale, jumping on it for "train the trainers" purposes. But regardless of who uses it, CRM implementers will be the ultimate beneficiaries through improved CRM success rates and reduced cost and trauma along the way.