The disadvantages of technical books especially in Information Technology is that technology changes so fast that after the manuscript is approved and much more when the book is published, there could already been changes on what the book is about. I mean, this could have helped my understanding of my job when I started in 2012.
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Or to be precise, I only saw this book maybe a decade after its release to the market. I only have a bit of regret because I postponed reading this 2001 book by few years. In fact, I rebuilt the chart and will incorporate this to a presentation deck that could be helpful for new CRM or Client Experience analysts. I knew some of these but it was nice to see everything depicted in a chart. I also liked how this book puts CRM (for enterprise users) in the scheme of things: how it is related to intended users: PRM (for channel users) and eCRM (for online customers) and these three to business functions such as sales, marketing, e-commerce and service. Or maybe their release might have been delayed by a few years. If Siebel (now Oracle CRM On Demand) did not gain traction in the 90's, there would not have been Salesforce, Clarify, and other CRM apps. In particular, how Thomas Siebel broke away from Larry Ellison to form the Siebel CRM Systems, Inc. I also liked how this book puts CRM (for enterprise users) in the scheme of things: how it is related to inten This book made me understand more about my current job.
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This book made me understand more about my current job.