Negative Positive
Title: Some chapters were good, some were bad, all in all just okay
Review: I got this book as a free gift for attending a CRM conference. Some of the author's points are valid--the book was probably written before a lot of this material became obvious. (One of these days, I'm going to find a book that says "People issues don't matter if your company's managers don't have a customer focus or your firm doesnt have the necessary IT infrastructure in place." Can't wait for that.)I worked for Lucent in the 1990s and would swear that we coined the phrase "People Process and Technology." Anyway, it's been worn pretty thin. The tone of the book was a bit pedantic and stiff and so I found it a bit hard to to get through. I like Paul Greenberg's and Jill Dyche's CRM books much better, though, and would recommend them over this one, along with a new book called "Why They Don't Buy" by Max McKeown that is definitely the go-to book for CRM automation!
Is the review positive or negative? 