"The authors supply countless examples of companies that have successfully implemented CRM, and show us the way to do the same."
–Philip Kotler
author of Marketing Insights from A to Z

"CRM is no silver bullet, but it is a golden opportunity for companies that take the time to integrate CRM tools with their own source of competitive advantage. This book outlines the steps that need to be taken to achieve success. I highly recommend it."
–Al Ries
coauthor of The Origin of Brands

"Turk and Bligh understand that Customer Relationship Management is not a software category; it’s about supporting competitive advantage, enforcing demand-driven business processes, and applying continuous customer information and analytics to create long-term ROI. This no-nonsense guide describes the larger scope and context of CRM beyond sales, marketing, and customer service, and provides real-world examples and methodologies for making sense of the real goals of customer relationship management."
–Laura Preslan
Research Director, AMR Research

"CRM Unplugged is an excellent summary of how to approach a customer strategy within a company. I wish the book had been in print before we embarked on a major technology initiative in 2003. It would have been very useful for our executive team, and some of the mistakes we made could have been prevented."
–Jim McKnight
CEO, AutoTrader.com

About the Author
PHILIP BLIGH is the founder, Chairman, and CEO of the Inforte Corp., a customer strategy and solutions consultancy based in Chicago. His extensive experience in customer change, sales, and marketing strategy has established Inforte as one of the nation’s leading and fastest growing strategic consultancies, with an enviable Wall Street reputation. An author and respected speaker, Bligh has contributed to Harvard Business School Professor Michael Porter’s articles in the Harvard Business Review and serves as a source for numerous media outlets on topics relating to customer strategy and management. In addition, he is an adjunct professor in management at DePaul University’s Kellstadt Graduate School of Business and is also on the Board of Directors for the Lyric Opera of Chicago.

DOUGLAS TURK is Executive Vice President at Inforte Corp. He has conducted many ROI analyses for customer relationship management and e-marketplace systems and is a leading speaker and writer on the topic of CRM profitability. His contributions have helped Inforte remain profitable as a public company for twenty consecutive quarters and garnert he honor of being named one of Forbes Top 200 Small Businesses.