How to Win at CRM: Strategy, Implementation, Management

Seth Kinnett

Auerbach Publications
Published July 13, 2017
Reference - 220 Pages - 15 B/W Illustrations
ISBN 9781498714709 - CAT# K25305

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    • Provides recommendations to guide readers toward a successful CRM strategy
    • Explores principles of psychology and software design and how they drive successful customer relationships
    • Unravels the challenges of CRM implementation including best practices on the most effective ways to educate users to drive both initial and ongoing adoption
    • Highlights a number of best practices for ongoing management, administration, and maintenance of CRM systems


    This book provides clarity and guidance on effective strategy, implementation and management of CRM. It explores both the conceptual and cultural context of CRM initiatives along with the particulars of CRM system implementation and management. In order to provide this clarity, it surveyed the existing academic publications surrounding CRM, sales force automation, and related topics within information systems literature. The book supplements this research with insights from CRM experts to provide a robust picture of the CRM landscape and how to improve it no matter what role you play within your organization. This book is for everyone who wants to achieve CRM success.


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