In the interests of a "never-seen-before-from-me" brevity:
Merry Christmas!
And thank you very much for reading me this year. I can't write well enough to express how grateful I am.
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May 2013
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CRM Accolades
Recommended CRM Readings
C. K. Prahalad: The Future of Competition: Co-Creating Unique Value with Customers
This is great stuff on co-creation of value. Take this book, mix it with The Experience Economy, a dash of CRM at the Speed of Light and the future is ours, man!!! (*****)B. Joseph Pine II & James Gilmore: The Experience Economy
This is a groundbreaker, folks. One that you should be reading right now. Go. Shoo. Go get it now. It is affecting you as you read this, whether or not you know that. Seminal work on what has been a transition to a new type of economy. (*****)Christopher Locke, Doc Searls, David Weinberger, Rick Levine: The Cluetrain Manifesto
If this book didn't spend so much time proclaiming its manifesto and explained it a little more, it would be a disruptive innovation unto itself. It is a powerful and often metaphorically lovely book about the new customer a few years before that customer even knew it was what the cluetrain crew train said it was. A great book but strident as hell. This was a more important book than many realize it was. Or is. (****)Naras Eechambadi: High Performance Marketing
If marketing is something you do, then this book is something you read. Not only does this dynamic book look at marketing in a contemporary fashion - with the customer at the center - but it also helps you figure out how to (finally!) measure your activities and results. A genuinely refreshing brace of business thinking in a field that needs it. (*****)Shoshana Zuboff: The Support Economy
This is a revolutionary book. I love this book (partially because it validates everything I say :-)) because it recognizes that the "enterprise logic" of managerial capitalism is no longer sufficient to interest a consumer who is trying to control his/her own value. There's so much more.... (*****)James G. Barnes: Secrets of Customer Relationship Management: Its How You Make Them Feel
This is a you gotta read, read. Jim is a board member of CRMGuru, has won numerous academic honors, is a real world CRM consultant, runs marathons, and can write up a storm. He thinks out of the box and then provides approaches to how you can. This book is undegoing updating but is well worth it as is. Get it. Now. What are you waiting for? Hurry up!! (*****)Jill Dyche: The CRM Handbook
The ultimate guide to implementation of CRM. This book is about as practical as it gets. Just lays it right out and boom, you should have an idea of what you have to consider when it comes to CRM. (*****)Paul Greenberg: CRM at the Speed of Light
This is the best book on CRM EVER written. So I say. And it is written by me and so I pass judgment on myself. (*****)Donna Fluss: The Real-Time Contact Center
As Donna points out, this is an ironic title. All contact centers are already "real-time." None the less this is both cutting edge and definitive and reading it is a must (*****)
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December 25, 2006
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Paul
Merry Christmas and a Happy New Year to you.
Thanks for being a good friend, a great colleague and a brilliant example to all of us CRMers out there.
Keep up the good work.
Best regards from Köln, Graham
Posted by: GrahamHill | December 26, 2006 at 02:54 PM