Chapter 16: Crossing the Chasm - What Will You Need to Change? | Why CRM Doesnt Work: How to Win By Letting Customers Manage the Relationship

Chapter 16: Crossing the Chasm—What Will You Need to Change?

“Why Some Sectors Are Stymied by CRM,” E-Commerce Times, January 10, 2002, p. 4.
Adrian Payne, “British Telecom Survey: CRM at the Crossroads,” crmcommunity.com, March 7, 2001, p. 2.
Francis A. Buttle, “Is It Worth It? ROI on CRM,” CRM-Forum, May 7, 2002, p. 4.
Brad Cleveland, “Rethinking Service Level and Quality,” Call Center Magazine, April 2002, p. 66.
James G. Barnes, Secrets of Customer Relationship Management: It’s All About How You Make Them Feel (New York: McGraw-Hill, 2002), Chapter 5.
John Radcliffe, “Eight Building Blocks of CRM: A Framework for Success,” gartner.com, January 10, 2002, p. 2.
David Simms, “More with Less: Counting CRM Calories,” crmguru.com, September 16, 2002, pp. 2, 3.
Anonymous.
Sandra Gudat, “What Makes CRM Work?” The DMA Interactive, April 4, 2002, p. 2.
Ibid.
Jennifer Zaino, “Employee Collaboration on the Upswing,” information_week.com, February 11, 2002, p. 88.
Lou Hirsh, “The Inside Story on Customer Loyalty,” ecommercetimes.com, April 8, 2002, pp. 1–3.
“Customer Focused Empowerment Pays at Ritz-Carlton,” serviceexcellence_.com, April 10, 2002, pp. 2–5.
Marion Howard-Healy, “CRM to CMR—A Paradigm Shift for Customer Care,” quoted in Richard Forsyth, “Deliver the Benefits from CRM by Putting the C into CRM—Part 1,” CRM-Forum, March 4, 2002, p. 1.
Jerry Sparger, “Eight Steps to a Successful CRM Project,” crmcommunity_.com, July 11, 2001, p. 4.
Kimberly Hill, “CPR for CRM,” E-Commerce Times, March 26, 2002, p. 1–3.
“Your CRM/eCRM Data Integration Project,” Relationship Marketing Report (reprinted from marketingsherpa.com, Volume IV, Issue XI, 2001), pp. 1, 2.
Ibid., p. 9.