Summary of Why CRM Doesn't Work

How to Win by Letting Customers Manage the Relationship

Bloomberg Press, more...

Buy the book

Why CRM Doesn't Work book summary
Customer Relationship Management was the new hot bullet. Just one problem: the customer wasn’t in charge.


7 Overall

7 Applicability

8 Innovation

6 Style


Customer Management of Relationships (CMR) is not a tactic or gimmick - it’s a new way of looking at your business. Author Frederick Newell promises that CMR will put your customers where they should be: at the forefront of your company’s efforts. Newell, an international marketing consultant and leading Customer Relationship Management (CRM) authority, explains that a strong relationship with customers is essential to success. Although his book is unnecessarily repetitive at times and poorly organized, he provides excellent advice for companies already on the road to improving their customer interactions. Valuable testimony from experts accompanies numerous case studies. Whether you took a ride on the CRM train, or not, if you want better customer relationships for your business, thinks this book may be your ticket.

In this summary, you will learn

  • Why Customer Relationship Management (CRM) failed to meet expectations;
  • How to evaluate and implement a Customer Management of Relationships (CMR) strategy; and
  • How to use the Internet to build customer relationships.


The Ghost of CRM Past
At first, Customer Relationship Management (CRM) placed itself at the forefront of strategic corporate thinking. Companies initially embraced the concept as a way to use transactional and demographic data to serve customers better while achieving operational efficiencies...
Get the key points from this book in less than 10 minutes. Learn more about our products or log in

About the Author

Frederick Newell, an international marketing consultant, has helped multinationals as well as small businesses develop and manage customer relationship strategies. He consults for companies in the U.S., Canada, the U.K., Brazil and Argentina. He is also the author of, Wireless Rules and The New Rules of Marketing.

Comment on this summary

More on this topic

By the same author

Customers who read this summary also read

More by category