CUSTOMER RELATIONSHIP MANAGEMENT

Absolutely the best exposition of Customer Relationship Management. I can't think of a better guide to increasing your performance and profits.
Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing, Kellogg School of Management, USA

Here, at last, is a mature account of CRM without the hype and spin. Buttle makes it crystal clear why any program should be business-led.
David Harvey, Director, European Centre for Customer Strategies, www.eccs.uk.com.

With great clarity and practical relevance, this book delivers a much-needed, multi-faceted roadmap for treating CRM as a core business strategy. Francis Buttles rich and well-balanced text offers a refreshing departure from many of the technology-heavy or lop-sided views that surround this important subject.
Fred Wiersema, President The Customer Strategy Group LLC, USA and co-author of The Discipline of Market Leaders

The author does a magnificent job of gathering the difference perspectives, categorizing them, and presenting a comprehensive overview. This is an easy-to-use textbook with a pleasant and engaging format. There is enough information here to sell the idea of CRM internally, hire CRM consultants and work intelligently with them.
Marty Landrigan, Landrigan Marketing Research, Sudbury, MA USA