Customer Relationship Management (CRM) has evolved into an indispensable strategy that empowers companies to not only acquire new customers but also retain and nurture existing ones. Check our curated list of the best CRM books to read and grow your business in 2023.
What is CRM?
Customer Relationship Management or CRM is a strategy and set of practices that businesses use to manage and analyze their interactions with customers and potential customers throughout the customer lifecycle. The primary goal of CRM is to improve and enhance customer relationships.
In CRM, you use various processes, technologies, and tools to help you better understand your customers, their needs, and behaviors. You do data collection, customer segmentation, marketing automation, sales force automation, customer support and services, and integration with other tools and platforms.
Some benefits of CRM implementation are:
- Improved customer satisfaction and loyalty.
- Increased sales and revenue.
- Enhanced customer communication and personalization.
- Streamlined business processes and greater efficiency.
- Better data-driven decision-making.
- Stronger competitive advantage in the marketplace.
Who needs CRM in digital marketing?
CRM skill is essential in many different industries. In digital marketing, CRM is particularly important for digital marketers, email marketers, content marketers, social media managers, advertising specialists, SEO specialists, e-commerce businesses, lead generation and nurturing, customer support and retention, and more.
Whether you’re a seasoned business professional looking to sharpen your CRM skills or an entrepreneur aiming to enhance your skills, these books are your treasure trove of wisdom.
In this article, we will explore the top 10 CRM books that promise to inspire, educate, and transform the way you approach customer relationship management. They unlock the secrets of CRM excellence and gain a competitive edge in the dynamic world of business. Your path to CRM mastery starts here.
Click on the link of your interesting book title on the list below to view more details at Amazon.
Best CRM Books to Read for 2023
1. Cracking the CRM Code
by Limesh Parekh
Cracking the CRM Code is a comprehensive guide to avoiding the common pitfalls of CRM implementation. The author covers everything from choosing the right CRM system to setting realistic expectations for success. He provides practical advice on how to get buy-in from stakeholders, manage change effectively, and measure the ROI of your CRM investment. He also discusses the importance of using CRM to improve customer relationships and drive business growth.
The book is an essential read for you to get the most out of your CRM system. It is practical and actionable and can help you avoid common mistakes and achieve success with CRM.
2. Salesforce CRM – The Definitive Admin Handbook 5th Edition
by Paul Goodey
This comprehensive guide covers the latest best practices in Salesforce administration principles, providing real-world advice and critical design considerations to set up and customize Salesforce CRM. The book is a pragmatic guide to the key functions of customizing and setting up the application for enterprise security, user and data management, process automation, analytics, and mobile features.
It also includes step-by-step navigation and descriptions of the features of the Salesforce CRM platform and clear guidance on the customization and administration of the application.
3. CRM For Dummies
by Lars Helgeson
CRM For Dummies is a comprehensive guide to customer relationship management (CRM) for small business leaders. It covers everything from choosing the right CRM solution to building effective team structures and streamlining processes.
Helgeson also provides practical advice on how to use CRM to improve customer relationships and drive business growth. If you are a small business leader who wants to learn more about CRM and how to use it to improve your business, this book is an essential read.
5. The Art of CRM: Proven strategies for modern customer relationship management
by Max Fatouretchi
The book provides proven techniques to architect CRM systems that perform well, that are built on time and budget, and that deliver value for many years. It combines technical knowledge and business experience to provide a powerful guide to CRM implementation.
This guide covers modern CRM opportunities and challenges including machine learning, cloud hosting, and GDPR compliance. It also teaches how to design successful CRM systems for clients through clear processes, actionable advice, and informative case studies.
6. How Not To F*ck Up A CRM System
by Michael M. Hudlow
This is a valuable guide for anyone embarking on a CRM implementation journey. Through real-life stories and insightful wisdom, Hudlow emphasizes the importance of user satisfaction and value delivery in CRM systems. The book shatters the illusion of a one-size-fits-all solution and the myth of a perfect installation partner or user group. Instead, it offers practical advice on adapting behavior, setting realistic expectations, and managing diverse user attitudes.
With a wealth of real-world case studies, this new book equips readers with the tools to make informed decisions, avoid common pitfalls, and ensure a successful CRM implementation. Hudlow’s mentorship-style approach ensures that readers learn from others’ mistakes, fostering a collaborative environment and driving meaningful business outcomes.
7. CRM at the Speed of Light, Fourth Edition
by Paul Greenberg
CRM at the Speed of Light is a comprehensive guide to customer relationship management (CRM) in the age of social media. It covers everything from the latest CRM trends and technologies to best practices for social CRM implementation.
Greenberg provides practical advice on how to use CRM to engage customers across all channels, build stronger relationships, and drive business growth. If you are looking for a comprehensive guide to CRM, this book is an essential read.
8. Effective CRM using Predictive Analytics
by Antonios Chorianopoulos
This handbook bridges the gap between analytics and practical marketing applications. Divided into three parts, it offers a methodological roadmap covering both business and technical aspects.
The book simplifies complex data mining algorithms, making them accessible to business users with no technical expertise in part two. It also features real-world case studies from various industries, demonstrating the usage of leading data mining tools like IBM SPSS Modeler, RapidMiner, and Data Mining for Excel in part three.
It empowers readers to apply data-driven insights to solve real business challenges in the realm of CRM.
9. Customer Relationship Management: Concepts and Technologies 4th Edition
by Francis Buttle & Stan Maklan
This book remains an indispensable guide to CRM, offering unparalleled clarity on its definition, uses, benefits, and implementation. With a managerial perspective, the authors trace CRM’s role throughout the customer journey stages of acquisition, retention, and development.
This theoretically robust yet managerially accessible book is richly illustrated with real-world technology examples supporting marketing, sales, and service teams. Organized around three core types of CRM (strategic, operational, and analytical), it features case illustrations and software images to demystify the technical aspects.
Ideal for advanced students and industry professionals, this edition covers the latest CRM developments, including big data, AI, analytics, customer experience management, social media, real-time marketing, chatbots, and data security.
10. Creating Actionable Insights Using CRM Analytics
by Mark Tossell
The book is your go-to guide for mastering the versatile CRM Analytics platform, formerly known as Tableau CRM and Einstein Analytics. With a hands-on approach, it equips you with the skills to harness the power of CRM Analytics quickly and efficiently.
Starting with the basics, Tossell provides detailed explanations and methodologies to build confidence in utilizing CRM Analytics for data extraction, transformation, visualization, and action. You’ll discover the platform’s business value, learn data integration techniques, create datasets, and design effective analytics dashboards.
With this guide, you’ll be adept at solving business problems with CRM Analytics, constructing dashboards, and automating data actions.
Top CRM Courses in 2023
You can also study CRM excellence through online courses on Udemy and Coursera.
| CRM courses on Udemy
| CRM courses on Coursera
CRM Services
Many experts offer their CRM services. You can hire any of them on Fiverr:
| CRM services on Fiverr
Other best books you may want to read:
| Sales books
| E-commerce books
| Advertising books
| Marketing automation books
| Email marketing books
| Marketing psychology books
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Ibochouba Singh is a content writer and reviewer with a passion for writing about digital marketing and tech gadgets, including software tools and new tech gadgets. He has over 15 years of experience writing for several consumers and clients, including tech startups, marketing agencies, and software companies. He is writing many articles and product reviews for many websites, including nigcworld.com, buywin.in, medium.com, and quora.com.
