Rethinking CRM
Inbound Marketing: Attract, Engage and Delight Customers Online; Wiley; 2014. Absolute Must-Read for anyone wanting to stay in business for the rest of this century. Available as an e-book. ♦♦♦♦♦
CRM Resources: Building Relationships of Trust
The Speed of Trust: The One Thing that Changes Everything; Stephen M. R. Covey with Rebecca R. Merrill; Simon & Schuster; 2006 ♦♦♦♦♦
The Trusted Advisor; David H. Maister; Charles H. Green & Robert M. Galford; Simon & Schuster; 2001. The “bible” on this topic. ♦♦♦♦♦
CRM Best Practice
Many of the references that I cite in Resources sections across this website contain very good information of CRM; the few I mention below are especially noteworthy:
Staying Small Successfully: A Guide for Architects, Engineers & Design Professionals; Frank A. Stasiowski AIA; Wiley Interscience; 1991. Stasiowski’s work cuts across all aspects of practice; I’ve included a reference here for his Chapter 3: Servicing the Client, for his straightforward approach and comprehensive checklists. ♦♦♦
Designing Your Practice: A Principal’s Guide to Creating and Managing a Design Practice; Norman Kaderlan; McGraw-Hill; 1991. Kaderlan’s work is also an excellent general guide to practice, and his CRM thinking in Chapter 6: Client Relationships is well worth reading. ♦♦♦
Marketing & Proposals
A/E Marketing Journal (monthly newsletter); published by PSMJ Resources, Inc. Excellent, up-to-the-minute thinking on the topic. ♦♦♦♦
The Value Pricing Imperative; Frank Stasiowski; PSMJ Resources, Inc.; 2013 ♦♦♦♦♦
High-Impact Proposals; PSMJ Resources, Inc.; 2013. ♦♦♦♦
Content Chemistry: An Illustrated Handbook for Content Marketing; Andy Crestodina; Orbit Media Studios; 2012. (Available from PSMJ Resources, Inc.) ♦♦♦♦♦
How Firms Succeed: A Field Guide to Design Management; James P. Cramer & Scott Simpson; Ostberg; 2002. In particular, see section Marketing: Getting the Work. ♦♦♦♦
Value Pricing for the Design Firm; Frank A.Stasiowski; Wiley; 1993 ♦♦♦♦
Presentations
Presentation Zen: Simple Ideas on Presentation Design and Delivery; Garr Reynolds, New Riders (Peachpit); 2012 ♦♦♦♦♦
Resonate: Present Visual Stories that Transform Audiences; Nancy Duarte; Wiley; 2010 ♦♦♦♦♦
Slide:ology: The Art and Science of Creating Great Presentations; Nancy Duarte; O’Reilly; 2008 ♦♦♦♦♦