Connected CRM: Implementing a Data-Driven, Customer-Centric Business Strategy

Praise for Connected CRM

“Many books explore the subject of CRM. In this book the‘m’ is for Marketing and David’s seasonedperspective indeed makes it a capital ‘M.’ Taking coredirect response marketing techniques and moving beyond the simpleuse of data and analytics, he explores how today’s marketerscan leverage advances in technology to create successfulcustomer-centric business strategies.”
—Ted Ward, VP of Marketing, GEICO

“A must-read for CMOs, and more importantly CEOs, tosimplify all the buzzwords around ‘big data’ anddimensionalize the organizational change necessary to become trulycustomer centric.”
—Theresa McLaughlin, Chief Marketing andCommunications Officer, Citizens Financial Group

“Big Data, Social, and Cloud have become overusedbuzzwords with ambiguous meaning, but David brings to bear hisyears of industry leadership and experiences to break downtoday’s trends and opportunities in a practical, actionablefashion. A must-read for anyone who prefers profit overPowerPoint.”
—Manish Bhatt, SVP and Chief Digital Officer,MetLife

“In a data-rich world, consumers demand that marketersturn data into highly relevant and personalexperiences—‘Don’t talk with me as a member of asegment, talk with me about how you will meet my uniqueexpectations and solve my unique problems.’ For those of uswho grew up in the marketing world of mass and broadcast, this is atall order. Connected CRM helps marketers unpack customercentricity for their organizations, providing real insight into thedevelopment of a framework for enterprise customer centricity; aframework that promises true sustainable advantage.”
—Tom Lamb, CMO, Lowe’s

“Never before has customer data been more available, morenecessary to build sales and loyalty, and more confusing to act on.David shows exactly what needs to be done. It’s about time.And we should all thank him. A lot!”
—Steve Cone, EVP of Integrated Value and Strategy,AARP

“The marketers who truly learn to harness the power ofcustomer analytics and big data will take the spoils in anincreasingly digital age. Those who don’t will quickly findthemselves on a growing heap of failed marketingplans.”
—Paul Guyardo, Chief Revenue and Marketing Officer,DIRECTV