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TITLE: The CRM Handbook: A Business Guide to Customer Relationship Management AUTHOR: Jill Dyche ISBN: 0-2017-30626 PUBLISHER: Addison-Wesley PUBLICATION DATE: August 2001 LENGTH: 279 pages PRICE: $27.99 SOURCE: Amazon.com
The acronym "CRM" is a relatively new buzzword in the information technology (IT) industry. Yet already, there are books, courses, seminars, and presentations ad nauseum on the topic. CRM, in the IT arena, stands for customer relationship management; in the records and information management (RIM) professionals' circle it means something totally different - or does it?
In the RIM field, a certified records manager - also known as a CRM is someone who possesses a broad base of knowledge in the information management field and related disciplines. It is someone who knows and understands the RIM field and is able to convey that message to others. Likewise, people who specialize in customer relationship management know and understand their product or service and are able to communicate it effectively to their clients. Hmmm ... not too much of a difference after all.
It isn't the time or the place to get bogged down in the acronym; however, it is worth learning more about the principles and concepts of customer relationship management and how it relates to those in the RIM field. The CRM Handbook: A Business Guide to Customer Relationship Management provides a very good tool for those new to the field...