Selected Resources for Customer Satisfaction and CRM

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Books

Customer Chemistry: How to Keep the Customers You Want - and Say "Good-Bye" to the Ones You Don't, by Susan Greco and Mary Naylor (McGraw-Hill, 2002).

Customer Relationship Management, by Kristin L. Anderson, Carol J. Kerr (Briefcase Books Series, (McGraw-Hill, September 2001).

CRM Automation, by Barton J. Goldenberg (Prentice Hall PTR, 2002).

The CRM Guide: A Business Guide to Customer Relationship Management, by Jill Dyche (Addison-Wesley, 2001).

Delivering Knock-Your-Socks-Off Service, by Ron Zemke (American Management Association, 2002).

Essentials of CRM: A Guide to Customer Relationship Management, by Bryan Bergeron (Essentials Series, John Wiley & Sons, 2002).

Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System, by Michael D. Johnson and Anders Gustafsson (Jossey-Bass, 2002).

Microsoft CRM for Dummies, by Joel Scott and Michael DeLisa (For Dummies, 2003).

A Practical Guide to CRM, by Janice Reynolds (Publishers Group West, 2002).

The Ultimate CRM Handbook: Strategies and Concepts for Building Enduring Customer Loyalty and Profitability, by John G. Freeland (McGraw-Hill, 2002).

Web Sites

Bitpipe: CRM white papers, product information, case studies, and Webcasts.

CIO magazine's CRM Research Center: Articles, case studies, newsletters, columns, monthly "Customer Care" column, bibliography.

Computerworld CRM Knowledge Center: Articles, white papers, glossary, online discussion forums.

CRM Buyer: Articles, online discussion forums, and a wealth of content for small- to mid-sized businesses (find with search function).

CRM Today: Catch-all Web site offers articles, white papers, case studies, event information, and a useful glossary.

Information Technology Toolbox CRM Knowledge Base: White papers, articles, newsletters, online discussion forums, vendor lists.