ISBN : 9788177587623 Title : The CRM Handbook : A Business Guide to Customer Relationship Management, 1/e
Review Author : Don Peppers	Affiliation : Partner, Peppers and Rogers Group
Review : "Jill Dychés The CRM Handbook is a good read for CRM novices and seasoned practitioners alike. Dychés well-written, pragmatic approach to understanding CRMs evolution and purpose is a map to a successful CRM program. Dyché uncovers the truth behind the CRM software vendor hype, highlights some common roadblocks to CRM project development, and describes how to delineate and prioritize CRM initiatives".