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Recommended CRM Readings

  • C. K. Prahalad: The Future of Competition: Co-Creating Unique Value with Customers

    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

    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

    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

    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

    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

    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

    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

    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

    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 (*****)

« And On the 1st Day, He (Or She) Created A Social Network | Main | Microsoft Enters The Fray In A Big Way (Not The Save A Life Fray Though) »

July 07, 2007

Ho Ho - Zoho....Uh....Notebook

I'm heading out to the Microsoft World Wide Partner event to see what's up in the world of CRM, Environments and Ecosystems. This is taking place in Denver, a city I know little about except that the Broncos are there and the Nuggets too. I was at the airport once and in the city for about an hour once and that's it. So it could be very cool just for another city notch on the belt. The Microsoft PR team has about 10 meetings set up for me with both Microsoft CRM leadership, some Microsoft Surface honchos and a couple of partners too. I'm going to get a good look at Microsoft Dynamics CRM 4.0 - the first of the on demand versions and I'll send you a good, bad, or indifferent report once I get a good enough look at it.

So this will be my last blog entry until I arrive at the conference (BTW, they are expecting more than the 7000 partners who showed up last year). I'm also one of the participants in a webcast coming up at 2:00pm EDT on Tuesday, July 10 run by my buds over at RWD. Here's the link if you want to hear me and them about the customer experience - three questions answered on the spot. by me, Michael Thomas, CRM Association president and Gerhard Friedrich, customer-centered organizational change management star extraordinaire.



In the meantime, I'm starting something new. I know by now that you all know I'm going to write the 4th edition of CRM of the Speed of Light. I'm totally excited.

But in the spirit of the Enterprise 2.0 from the customer's view that the book will represent, I'm going to use the social media vehicles I have to do some things related to the book that I couldn't do in the past.

This is the first of them.

You might notice two things here:

  1. There is a new category called "CRM at the Speed of Light, 4th Edition."
  2. There is an embedded video below.

I'm going to preview some of my book technology and business selections on the site prior to publication ( tentatively, August 2008) so that you can see videos and hear audio that enriches your experience with them. They will be somewhat random, because I can't organize them by chapter yet. However, when I can, I'll add new categories that allow you to view the selections by chapter. But what you will be able to do is to go to the CRM at the Speed of Light 4th edition category on the blog and queue up the content that will add to the "reading experience" of the book. I may at some point aggregate it myself and move it to Vox and set up a site for readers to see premium content in addition to this multimedia extravaganza.

("We're Sgt. Pepper's Lonely Hearts Club Band...We hope you will enjoy the show....")

In the meantime, I'm going to select technologies and businesses that will appear in the book - though they have no previous knowledge they are going to.

The first selection that's made it into the book so far is Zoho, if you remember one of my Steppin' Out Award finalists. What I have here is an explanation and demonstration of Zoho Notebook, done by Raju Vegesna, the Technology Evangelist of Zoho on Robert Scoble, blogger superstar's show, the ScobleShow last May. If not a game changer (and who's to say it isn't?) its at least an incredibly exciting tool for collaboration and communication. I'll defer to the book for a longer review, but one other thing - its also free!! Watch the demo, read the book, but here's the preview.


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Comments

Thanks for making Zoho (Notebook) the first of the technologies to be featured in your upcoming edition of 'CRM at the Speed of Light', Paul :-)

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