CRM at the Speed of Light by Paul Greenberg (McGraw Hill 2001). This tutorial is a good introduction to the various technologies CRM can bring to the business. Recommended for business owners who want to learn more about the available tools and technological buzzwords. CRM Automation by Barton Goldenberg (Prentice Hall 2002). A good overview of the process and guidelines on tool selection. For the business owner. Essentials of CRM by Bryan Bergeron. Wiley, 2002. An easy-to-read tutorial for business owners that navigates when and how CRM technology can help a small to medium business. A good read to understand when to use technology. The CRM Handbook by Jill Dyche (Oracle 2001). A good coverage of CRM from the business owner's perspective, and mostly from a consumer-business angle. Nice "checklists for success" in most chapters. The Customer Relationship Management Survival Guide by Dick Lee (High-Yield Marketing Press 2000). Starting by debunking CRM myths, discusses common misconceptions with CRM projects. A very direct, refreshing approach. The Loyalty Effect! by Frederick Reichheld (Harvard Business School Press 1996). The classic tutorial on the tangible benefits of customer loyalty. The Visual Display of Quantitative Information by Edward Tufte (Graphics Press 2001, 2nd version). A classic treatise on making data "blindingly obvious" through clever graphing techniques. No CRM examples there, but lots of good inspiration.