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Solutions Review’s editors compiled the best CRM books to read based on relevance, ratings, publication date, and ability to add value to your business. Solutions Review participates in the affiliate program. We may receive a small commission from products purchased through this resource.
There’s no shortage of CRM resources and learning tools available online (including buyer’s guides and best practices articles in solution reviews). However, if your team is looking for something more substantive, a good old-fashioned book will be one of your best choices. To help you find one that suits your needs, our editors have selected some of the best CRM books to add to your bookshelf.
Each book listed below has at least three (or more) stars on Amazon and comes from a variety of leaders, educators, and professionals in the CRM, marketing technology, and account management fields. Readers can find everything from CRM basics to advanced methods in these books. This list is arranged alphabetically by title.
The Best CRM Books You Should Read
The Art of CRM: Proven Strategies for Modern Customer Relationship Management
Our take: Author Max Fatouretch has more than 20 years of experience as a CRM market leader, developer, and educator, making his book an excellent resource for both novices and seasoned professionals.
describe: this The art of customer relationship management This book is written for practitioners who wish to update their work with new, proven techniques developed to increase their marketing capabilities and versatility. Fatouretchi provides readers with clearly defined processes, a wealth of practical advice, and carefully selected, informative case studies to help marketers of all experience levels design and launch successful CRM projects for their companies. You’ll learn about additional topics in the book, including equipping your CRM system with artificial intelligence and machine learning capabilities, ensuring you remain GDPR compliant, choosing between on-premises, cloud, and hybrid hosting solutions, and more.
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Cracking the CRM Code: How to Prevent Failure When Buying, Implementing, and Using a CRM
Our take: This is a unique book because author Limesh Parekhit combines his experience using and selling CRM software with a fictional framework narrative to demonstrate the process and benefits of implementing a CRM system.
describe: crack customer relationship management code is one of the newest books on this list and is designed to help business owners, sales managers, sales team leaders, CRM salespeople, and CRM consultants adopt, implement, and leverage CRM. This book’s fictional framework narrative focuses on the CRM experiences of four businessmen and uses them to demonstrate the processes involved in integrating a CRM system. Parekh’s writing is straightforward and avoids technical jargon and complex language, making this book an easy read for anyone wondering whether a CRM system is a platform their company needs to invest in and prioritize.
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CRM for Dummies
Our take: Get your small business CRM platform up and running using the tools and techniques Lars Helgeson has learned from his experience building and maintaining CRM platforms used by over 3,000 customers around the world.
describe: This book is written specifically for those who want to better understand CRM capabilities, determine which solution is right for them, and educate them on strategies and tactics that can save their company time and money. Helgeson will also teach you how to define market segments, build an effective internal structure, choose a CRM solution that fits your company’s needs, optimize leads, run effective email marketing campaigns, streamline internal processes, adopt analytics, develop buyer personas, and more wait.
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describe: Buttle and Maklan’s updated book is built around the three core types of CRM solutions (software solutions, operational solutions, and analytical solutions), using a management perspective to track the role of CRM software in the customer journey. Although the textbook was written primarily for upper-division undergraduate and graduate students with a focus on CRM, relationship marketing, digital marketing, and customer experience management, the insights it contains are equally applicable to industry professionals and managers involved in CRM practices. There is also a fifth edition coming soon, so stay tuned.
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Customer Relationship Management: The Foundation of Contemporary Marketing Strategy
Our take: Baran and Galka’s book covers both behavioral and database aspects of CRM software to help students better understand the importance of enhancing customer relationship strategies.
describe: This book is designed to educate readers on how customer relationship strategies can help organizations differentiate themselves in an increasingly competitive marketplace. Baran and Galka’s book is intended for senior students in customer relationship management. It includes a variety of questions, exercises, cases, online resources, test banks, and more to help students fine-tune their skills. The second edition builds on the original material with various updates, including new insights into big data and mobile technologies, a completely revised chapter on social networks, up-to-date examples, and more.
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Data mining techniques in CRM: Internal customer segmentation
Our take: Chorianopoulos and Tsiptsis combine their CRM and data mining experience to deliver a practical yet approachable manual for business leaders and marketers.
describe: Written in non-technical language, this book aims to provide an accessible yet comprehensive guide to customer segmentation development and the various data mining processes involved in developing and maintaining a CRM framework. Chorianopoulos and Tsiptsis’ guide focuses on helping business leaders and marketers demystify the data mining process, improve the way companies collect data, analyze it to gain insights, identify actionable market segments, and use it to plan for success marketing activities and strategies.
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Do you use CRM? :Customer Relationship Management Analysis Guide
Our take: Omer Lizotte aims to serve as a gateway into the world of CRM analytics Do you have a CRM for me? will show you an easier way to turn numbers and analytics into actionable strategies
describe: With an approachable writing style and a series of real-life case studies, this book will guide you through how to understand and practice predictive modeling, leverage different types of data analysis, translate your research into actionable strategies, and track retention using carefully selected KPIs. rate, customer lifetime value, customer satisfaction, etc. Lizotte wrote a book that shows how you don’t need to be a mathematician to understand data mining algorithms and translate them into practical strategies for your marketing and customer service teams.
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describe: This is now the fourth edition. Manage customer experience and relationships Emphasis is placed on the importance of customer relationships in generating revenue and creating higher profits. The new edition introduces updated examples and insights on customizing digital interactions, managing data-driven marketing analytics issues, and monitoring. Customer success management and secure processing. Readers can also expect to learn to understand the basic principles of customer relationships, implement the IDIC model to improve CRM ROI, identify basic CRM evaluation and optimization metrics, and improve customer loyalty.
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describe: Over the course of this book’s 20 chapters, readers will learn to gain a foothold on the Salesforce platform and begin to see firsthand how it can improve sales, service, marketing, and automation efforts. Topics covered include creating leads in Salesforce, enhancing customer service, leveraging opportunities to drive the sales cycle, leveraging marketing campaigns to achieve business goals, managing users, using third-party applications to extend platform functionality, and more. The updated second edition features more real-world business cases, screenshots of the latest UI, exercises at the end of each chapter, and additional insights into Salesforce user management, data security, and task automation.
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