There are hundreds of free resources available online (such as Solutions Review’s buyer’s guides and best practices), and those are helpful when you need a quick reference. But sometimes it’s best to do things the old fashioned way, as few resources can match the depth and comprehensive detail of a well-written book. Solutions Review has done the research for you, having reviewed many of these books. We’ve carefully selected the best CRM books based on relevance, ratings, publish date, and ability to add business value. Each book listed has a minimum rating of 3 stars or better.
You will find a library of texts from recognized leaders, experts, and technology professionals in the field. From CRM implementation to taking advantage of social media, these publications have something to offer even the most tenured CRM administrator.
This books reveals the best practices for a successful Social CRM implementation. Paul Greenberg explains how CRM has evolved into a synergetic discussion that depends on trust and a transparent business environment. This book provides readers with strategies for engaging with customers and expert guidance on how your organization can adopt the newest CRM trends and innovations. It also contains reviews of recent developments such as vertical applications and multifaceted CRM frameworks.
Customer relationship management is an integral part of business, and a variety of solutions exist for businesses large and small. This text was written with small business leaders in mind, and will help them better understand the process of selecting an appropriate CRM. Learn how to define your market segments, build an effective internal structure, optimize leads, and identify processes where automation could be employed. This book also explores how CRM is more than simply software; it requires team restructuring, cross-team collaboration, and transparency.
In today’s marketing climate, social media can have a massive impact on customer relationships. This text provides readers with strategies for getting the most value out of social CRM. Author Baton Goldenberg provides a four-step methodology for success, and teaches readers about important aspects like customer relationship optimization, social platform engagement, integration, and more. This is a good choice for organizations looking to grow their social media engagement capabilities and reach.
Written by Salesforce insiders with years of experience, this text teaches readers how to organize contacts, schedule business appointments, use forecasting tools, create projects based on past performance, and more. Applicable to both Windows and Mac users, this easy-to-understand guide will quickly get readers up to speed with one of the most popular and feature-rich CRM solutions on the market. This guide will make sure you know all the ins and outs of Salesforce like the experts who wrote the script do.
With the rise of social media and smartphones, customers expect more and more from brands before deciding to make a purchase. Inter-connectivity and recent technological advances have given organizations a variety of new marketing avenues to pursue, but a large portion of companies don’t properly manage these new resources. This text provides readers with guidance on what works and what doesn’t work. In addition to explaining the advantages of CRM and how to use it effectively, Customer Experience 3.0 provides a plethora of information with regards to customer experience and customer service. This is a great resource for companies focused on enhancing their customer interactions.
It can be difficult to balance treating your customers personally without being overbearing. This text helps readers understand customers as individuals, and provides them with a 360-degree analysis of the various elements that lead to customer-focused service. CRM lies at the heart of these strategies, as CRM is the technology where you will be cataloging customer information, communication, engagement, and more. This book is a must-read for organizations looking to develop lengthy, fruitful relationships with their customers.
This book is written for sales managers and executives who want greater control over their sales performance. It identifies five fundamental sales processes, and provides examples of actual tools and frameworks for sales managers to use. The text shows readers how to apply these strategies to the tools and data available to them through their CRM. It also defines three different sales metrics to drive productivity and growth. This is a good resource for sales-oriented organizations and business executives.
This text encourages its readers to approach CRM as a system for sharing data and a way to engage different team members. It offers valuable advice, including how to avoid common mistakes, how to break out of old habits, how CRM is revenue generator and not simply an expense, and much more. The text also addresses the critical sales time between the front and back ends of the sales cycle. This is a great read, regardless of whether you have already used CRM or not. The valuable information in this book will give you the tools to fully navigate the sales process.
This text teaches readers how to utilize the large amounts of data and statistics that they have access to through their CRM and other software solutions. Analysis and reports won’t do much good if the information isn’t utilized correctly to increase sales. The author explains that you don’t need to have an advanced understanding of mathematics to fully utilize the information available in your CRM. Topics include setting up a data mart, translating analysis into strategy, predictive modeling, and more.
This step-by-step guide bridges the gap between analytics and marketing, with a focus on effective data mining techniques through CRM. Effective CRM is divided into three parts. The first part provides readers with a methodological roadmap, while the second explains useful data mining algorithms in a way that is accessible for business users without technical experience. The third part explores various case studies in the banking, retail, and telecommunications industries. This text is a great resource for CRM managers, data analysts, and statisticians.
Salesforce MVP and founder of the Salesforce Certification Study Group Deepa Patel provides readers with a comprehensive guide for long-term CRM success. Technology is evolving at a rapid pace, and CRM changes from year-to-year. Patel emphasizes the importance CRM users who understand how to apply business analysis to day-to-day work, as this is the number-one skill requested by prospective employers. Readers will gain an understanding of how to effectively do their jobs and increase their value in the industry.
With the rise of artificial intelligence and machine learning, data management and CRM use are becoming increasingly important. Yet even with the importance of CRM, a large portion of executives feel that their sales and marketing efforts are lackluster. This book is for readers who are planning on implementing, or have already implemented a CRM. In addition to deploying new software, CRM brings change to an environment by enabling teams to change their behavior. If your organization is struggling with these aspects of the sales and marketing process, this is an excellent resource.
This book emphasizes the fact that people who follow your company on social media are potential customers and fans. Without a personalized social media strategy, it will be hard to retain their attention. Author Adam Metz explains how social media can get customers and companies in sync, and evolve into a revenue opportunity. Topics include how to transform your brand, how to harness the power of collaboration, how to win loyalty through individualized treatment, and more. The Social Customer also includes case studies, anecdotes, and more. This is a great resource for organizations looking for deeper social engagement with their customers.