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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 (*****)

« Inspired By People: CRM at Its Truest & Finest - Favorite CRM Personalities 2008, Part 2 | Main | Oracle OpenWorld 2008 - LIVE FROM SF - #2 »

September 22, 2008

Oracle OpenWorld 2008 - LIVE FROM SF - #1

I'm going to try something that I normally never do with this blog - a live blog from Oracle OpenWorld 2008 on the keynote of Charles Phillips. We'll see how it goes. Also, check out Josh Weinberger's tweets on it. Josh is the managing editor of CRM Magazine and a stellar writer and person. Follow him on this. I'm sitting next to him at the press/blogger tables at OpenWorld. Usually, I'm at these events as an analyst but this time they got me in as a blogger so the perspective is very different. But Oracle is doing this right. We had separate entrance so that we could miss the crowds which apparently are backed up from the inside of the Moscone Center North all the way out to Mission Street in a single line. There are close to 45,000 at this event. Which is a staggering number. Right now, the conference hall is bathed in Oracle red and there is a very good classical cellist playing solos on stage - has a punk haircut - but very good. The crowds are moving in and starting to fill the place up. It's all so weird to me because of the level of activity and the anticipation you'd think Obama or McCain was giving a very important presentation. The buzz is around Oracle Beehive which they are going to release today. Its a collaboration tool that they claim is going to make bloggers and blogging "mainstream" though I have to tell you, given the amount of attention they've given bloggers here, you have to think its a mainstream media form already. ....the cellist is playing what Denis Pombriant (who is on my right along with ZDNet star blogger Michael Krigsman - great guy BTW) primordial music and its building to this amazing crescendo - contemporary and oozing from the primordial sludge all at once..... .....the crowds keep rolling, actually given the activity levels, they are roiling not rolling. There is even a section for Oracle Gold members who are like 1K members that fly United or some superclub benefit or another..... ......I'm impressed with the crowds. There is a large smattering (rather than rousing) of applause for the cellist.... ....I'm impressed with the pomp and circumstance but we'll see how impressed I am with the keynote. Stay tuned.

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