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Fine-tune your numerical mindset with a quantitative review that serves as a tool for perceiving probability in a new way. Whether you're a high school student, college student, or a test-prep candidate, this book's wealth of explanations and insights makes it a perfect learning companion.

Enjoy the benefits of your own short course in probability:
*Be able to think conceptually by understanding how key problems "fit" within the main topics of probability, permutations, combinations, and enumerations.
*Master basic probability using a simple "flowchart" to identify the correct formulas.
*Understand when to "add" probabilities and when to "multiply" probabilities.
*Be able to distinguish between events that are independent versus not independent and events that are mutually exclusive versus not mutually exclusive.
*Grasp key differences between permutations and combinations and look for key words such as "arrangements" or "selections" to indicate the correct problem type.
*Solve tricky permutation problems that involve repeated letters or numbers.
*Approach probability problems with a newfound confidence and competency.

This book is focused on those thinking skills that are essential for mastering basic probability. Such thinking skills make it much more likely that a person will be able to approach the subject in a conceptual way, understand the "how" and "why" of problem solving, and grasp those key principles that act as themes to bind related problems. These skills combine the science of math with the art of numbers.

• Sales Rank: #125029 in eBooks
• Published on: 2013-11-30
• Released on: 2013-11-30
• Format: Kindle eBook

Review
"To get started in probability theory, all you need are a few basic principles. Here they are, clear and uncluttered, in a short, simple book that comes as a welcome breath of fresh air." --Dr. Ian Stewart, author of 17 Equations That Changed the World and the Cabinet of Mathematical Curiosities

From the Publisher
This book is suitable for high school and college students, as well as any individual wanting to improve his or her basic probability skills.

From the Author
This book is suitable for high school and college students, as well as any individual wanting to improve his or her basic probability skills. It was compiled with one primary goal in mind: To help readers master basic probability in the shortest possible time frame.

Most helpful customer reviews

1 of 1 people found the following review helpful.
Fun and just challanging enough
By Huron Ohio reader
The Kindle format is perfect for this product. There are problems presented with multiple choice answers. By clicking on "answer" and "return" you can check yourself as you progress. Some of the problems are not particularly difficult but they do make you think! I enjoyed this short book very much.

0 of 0 people found the following review helpful.
Keep Up with the Kids
By Myst5d
I always loved math in school and was shocked to discovered all I had forgotten after 30 years, but with Reasoning with Numbers, not only was I able to refresh my skills for percentages, fractions, decimals, ratios, and proportions quite easily, I learned a thing or two about how numbers behave. Great book for current students as well as those of us who aim to keep up with our kids in high school.

0 of 0 people found the following review helpful.
Five Stars
By Reader6000
This book does a great job of giving the reader the basics of probability.

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Now in its Fourth Edition, this text is a practical, heavily illustrated guide to procedures in cardiac surgery. Chapters cover acquired and congenital diseases and include surgical anatomy, surgical exposures, and step-by-step procedural details. The authors indicate pitfalls with a hazard sign and flag points of special interest with "NB" (Nota Bene).

This edition has contributions from Abbas Ardehali, MD, FACS, the director of the UCLA heart, heart-lung, and lung transplant program. Highlights include a new chapter on heart transplantation. Also included are updates in minimally invasive surgery and vascular and endovascular surgery.

• Sales Rank: #1161300 in Books
• Brand: Brand: LWW
• Published on: 2007-11-27
• Original language: English
• Number of items: 1
• Dimensions: 11.16" h x .83" w x 8.72" l, 2.83 pounds
• Binding: Hardcover
• 448 pages

Features

• Used Book in Good Condition

Most helpful customer reviews

2 of 2 people found the following review helpful.
Essential reading for trainee cardiac surgeons
By Darshan Reddy
"It's better to stay out of trouble that to get out of trouble"

Regarding operative manuals, very few Anglophone textbooks that are currently available can compare with the detailed illustrations and lucid annotation available in the Khonsari book. All the "clockwork movements" of cardiac surgery are included (thoracotomy, cannulation etc.), as well as accurate descriptions of intra-cardiac repairs in acquired and congenital heart disease. This book serves as a solid foundation upon which trainee surgeons can refine techniques and preferences as they mature in the operating room.

0 of 0 people found the following review helpful.
Cardiac surgery : safeguards and pitfalls in operative technique
By Spudwayne
The book well suits my need. Buying used is greener and this book was in great shape!
Thanks

0 of 0 people found the following review helpful.
Five Stars
By regina iskandar
Very good quality.. Just like new! So satisfied!

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• Sales Rank: #7911239 in Books
• Published on: 1709
• Binding: Paperback

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In an inspirational study, the author of Greek as a Treat traces the history of hermits, from the Greek Cynics, to the Desert Fathers, to more modern seekers of solitude, including Thoreau, Thomas Merton, and American poet Robert Lax. 15,000 first printing."

• Sales Rank: #968172 in Books
• Brand: St Martins Press
• Published on: 1997-07
• Ingredients: Example Ingredients
• Original language: English
• Number of items: 1
• Dimensions: .94" h x 6.47" w x 9.60" l,
• Binding: Hardcover
• 256 pages

Features

• Sociology and Society

From Library Journal
A former BBC personality, France (Greek as a Treat, Penguin, 1995) spends over half the year living in solitude on the Greek island of Patmos; his own taste of the hermetical life leads him to write this study of solitaries from the ancient Greeks to the present. France has chosen a representative group of hermits, and his simple discussions of such figures as Thoreau and Thomas Merton serve as good introductions for readers unfamiliar with their work. Chapters on lesser-known figures such as Charles de Foucald or groups such as the Russian startsy (spiritual fathers) are, likewise, excellent introductions, and a nice bibliography leads the reader to more in-depth sources. The final chapter highlights the contemporary poet Robert Lax in a fitting, parting interview. This well-written, rather personal exploration will entertain as well as inform. Readers interested in a more scholarly treatment would do well to consult France's bibliography. A good choice for public and academic collections.?Mark Woodhouse, Elmira Coll. Lib., N.Y.
Copyright 1997 Reed Business Information, Inc.

From Booklist
France gave up his high-profile career with the BBC to lead a contemplative life on a Greek island, a decision that inspired this engrossing history of hermits. Most solitaries left no record of the revelations they experienced, but others felt compelled to share the insights acquired through living a simple and meditative life, and it is those articulate hermits, those intent and spiritual-minded outsiders who have, curiously, taught the rest of us so much about living in the thick of things, that France so skillfully portrays. He begins with a masterful overview of the early Greek philosophers, who were "the first to discover the significance of the individual," a realization intrinsic to the hermit tradition, then moves on to St. Anthony of Egypt and other Desert Fathers, the forest-dwelling Russian Orthodox startsy, our own Thoreau, the Hindu hermit Ramakrishna, the Saharan explorer Charles de Foucauld, Thomas Merton, and the poet Robert Lax. France's supple commentary is augmented by piquant and affecting excerpts from various hermits' teachings, a blend that succeeds gloriously in illuminating and celebrating our species' "impulse to withdraw from society," an attempt at self-discovery that, wondrously, serves instead to define our profound commonalities Donna Seaman

From Kirkus Reviews
A lively, vivid, and moving history of hermits, religious and secular, and the instincts that drove them to embrace solitude. France (The Rape of Egypt, not reviewed), deeply attracted to the solitary life himself, began his investigation because he wondered ``if solitude confers insights not available to society.'' He traces the origins of a belief in isolation as part of a meditative life to China in the sixth century b.c., when the newly emergent faith of Taoism taught that ``it is by withdrawing rather than by asserting ourselves, through retreat rather than pursuit . . . that we acquire wisdom.'' This belief was similar to the ideas of the Desert Fathers, devout Christians who, in the centuries immediately after the rise of that faith, retreated to harsh landscapes well away from society, where they could wrestle with the meaning of their faith and the stubborn appeals of the flesh. France devotes a chapter to the Russian startsy, revered spiritual figures who spent years apart from society in an attempt to attain serenity--but who then often rejoined society to share what they had learned of the deeper instincts of faith. There are studies of, among others, Henry David Thoreau, the Indian mystic Sri Ramakrishna, and Thomas Merton, whose writings offer a contemporary insight into ``the nature of solitude, its risks and its benefits.'' The book concludes with a chapter on the poet Robert Lax, who has lived a largely solitary, reflective life on the Greek island of Patmos for four decades. Writing in a prose of great clarity, and drawing heavily on the precise, powerful reflections of solitaries and religious hermits, France offers a succinct survey of the forces that have drieven men and women to separate themselves from society to pursue their faith, and argues persuasively that solitude still can, in our relentlessly crowded, anxious, hustling age, offer unique spiritual benefits and insights. (Book-of-the-Month Club alternate/Quality Paperback Book Club selection) -- Copyright �1997, Kirkus Associates, LP. All rights reserved.

Most helpful customer reviews

37 of 40 people found the following review helpful.
very peaceful
By A Customer
Too few books are available on the life of the contemplative. With that said, this book is already a rarity. It's quality is quite good, although the pages have yellowed in only three years, like most books in our "technologically advanced" culture.
The content of the book gave this reviewer a great sense of peace, as it is comforting to find that others hold the experience of solitude in high esteem. It seems that because of France's firsthand experience with this simple pleasure, he is able to describe the perspective in a unique and calming way, far from the usual deprecatory references to the Unibomber, etc.
It undoubtedly helped to alleviate some of this stigma, as well as piquing interest in the solitary life. We need respected hermits in this day and age, as an outside view of the inside is what keeps us balanced. I recommend it to everyone.

2 of 6 people found the following review helpful.
wonderful book
By Phoenicia
I never heard of this book and bought it on recommendation from a reviewer on the amazon site. I am so glad I bought it. It is a wonderful read, with lots of interesting bits and pieces on well known hermits in ancient times, without the book being superficial. Quite the opposite really. It is a good and insightful study on those who seek a life of solitude. I have only read about 15 pages of it, and glanced through the rest, but I already know that this will be one of my favourites.

It is a book to read and enjoy again and again. Highly recommended.

20 of 21 people found the following review helpful.
Blow your mind
By J. Toth
A beautiful account of man's timeless search for solitude and truth, this book scours the great religious traditions and recounts the lives and writings of some of the coolest, wierdest and most sane people the world has ever seen. The chapter on Charles de Foucauld is itself worth the price of the book.

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While the need for a history of liberalism that goes beyond its conventional European limits is well recognized, the agrarian backwaters of the British Empire might seem an unlikely place to start. Yet specifically liberal preoccupations with property and freedom evolved as central to agrarian policy and politics in colonial Bengal.� Liberalism in Empire explores the generative crisis in understanding property’s role in the constitution of a liberal polity, which intersected in Bengal with a new politics of peasant independence based on practices of commodity exchange. Thus the conditions for a new kind of vernacular liberalism were created.

Andrew Sartori’s examination shows the workings of a section of liberal policy makers and agrarian leaders who insisted that norms governing agrarian social relations be premised on the property-constituting powers of labor, which opened a new conceptual space for appeals to both political economy and the normative significance of property. It is conventional to see liberalism as traveling through the space of empire with the extension of colonial institutions and intellectual networks. Sartori’s focus on the Lockeanism of agrarian discourses of property, however, allows readers to grasp how liberalism could serve as a normative framework for both a triumphant colonial capitalism and a critique of capitalism from the standpoint of peasant property.

• Sales Rank: #496192 in Books
• Published on: 2014-07-03
• Original language: English
• Number of items: 1
• Dimensions: 9.00" h x .75" w x 6.00" l, .0 pounds
• Binding: Paperback
• 288 pages

Review
"A careful and intelligent study." (American Historical Review 2016-02-01)

From the Inside Flap
"Few books have the potential to transform a single debate; fewer show, as Andrew Sartori does here, that transforming it demands a profound reconceptualization of much more. To understand the relationship of liberalism and empire is to reconsider the meaning of liberalism anywhere and everywhere, and to locate liberal theory not solely in Western books but also in the density of global life. Sartori's masterpiece of critical history is an instant classic."
—Samuel Moyn, author of The Last Utopia

"This is a wonderfully challenging and original history. The combination of theoretical ambition and historical rigor will ensure that this text will be a catalyst for academic debate for years to come."
—Robert Travers, author of Ideology and Empire in Eighteenth Century India: The British in Bengal

About the Author
Andrew Sartori is Associate Professor of History at NYU, author of Bengal in Global Concept History: Culturalism in the Age of Capital (2008), and coeditor (with Samuel Moyn) of Global Intellectual History (2013).

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[B702.Ebook] Download PDF Tang China in Multi-polar Asia: A History of Diplomacy and War (The World of East Asia), by Zhenping Wang

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Using a synthetic narrative approach, this ambitious work uses the lens of multipolarity to analyze Tang China’s (618–907) relations with Turkestan; the Korean states of Koguryŏ, Silla, and Paekche; the state of Parhae in Manchuria; and the Nanzhao and Tibetan kingdoms. Without any one entity able to dominate Asia’s geopolitical landscape, the author argues that relations among these countries were quite fluid and dynamic―an interpretation that departs markedly from the prevalent view of China fixed at the center of a widespread “tribute system.”

To cope with external affairs in a tumultuous world, Tang China employed a dual management system that allowed both central and local officials to conduct foreign affairs. The court authorized Tang local administrators to receive foreign visitors, forward their diplomatic letters to the capital, and manage contact with outsiders whose territories bordered on China. Not limited to handling routine matters, local officials used their knowledge of border situations to influence the court’s foreign policy. Some even took the liberty of acting without the court’s authorization when an emergency occurred, thus adding another layer to multipolarity in the region’s geopolitics.

The book also sheds new light on the ideological foundation of Tang China’s foreign policy. Appropriateness, efficacy, expedience, and mutual self-interest guided the court’s actions abroad. Although officials often used “virtue” and “righteousness” in policy discussions and announcements, these terms were not abstract universal principles but justifications for the pursuit of self-interest by those involved. Detailed philological studies reveal that in the realm of international politics, “virtue” and “righteousness” were in fact viewed as pragmatic and utilitarian in nature.

Comprehensive and authoritative, Tang China in Multi-Polar Asia is a major work on Tang foreign relations that will reconceptualize our understanding of the complexities of diplomacy and war in imperial China.

• Sales Rank: #1472123 in Books
• Published on: 2013-10-31
• Released on: 2013-10-31
• Original language: English
• Number of items: 1
• Dimensions: 9.25" h x 6.25" w x 1.00" l, 1.72 pounds
• Binding: Hardcover
• 472 pages

Review
Wang Zhenping’s new monograph provides us with a comprehensive and very useful study of Tang foreign relations on multiple frontiers. Given its thoroughness (in conjunction with the exceptional level of detail of the six-page table of contents), specialists of the Tang will find it to be a must-have reference. Historians of other Chinese dynasties interested in foreign relations will also find this book to be a very handy one-stop overview of foreign relations during the Tang. (Journal of Chinese Military History)

Based on exacting scholarship on the primary sources the book provides detailed accounts of the relations between the Tang and their neighbours, as well as an excellent analysis of the internal processes that influenced foreign policy and strategic decisions. (Journal of Chinese Studies)

His treatment of the institutions and processes of Tang external relations is the most thorough I have seen anywhere. His detailed account of the Tang empire’s seventh-century interventions in the Korean peninsula, drawing on Chinese, Korean, and Japanese sources, is also first rate, and his chapter on the northern nomads brilliantly exposes the extent to which the military fortunes of the Tang founders and their various rivals in the 610s and 620s depended upon the favor of the Eastern T�rks. This book is essential reading for students of Tang China and China’s premodern foreign relations. (Monumenta Serica)

The book has many strong points. The author is clearly familiar with the relevant primary sources as well as the major scholarly works in the field, particularly those published in Chinese, Japanese, and English. (T’oung Pao)

Review
This is a major work of Tang scholarship, such as we shall not see for a long time to come. It strives to reconceptualize our understanding of imperial China’s foreign relations in a way that neither privileges the tribute system nor dismisses it as an affront to Westphalian principles. In doing so, the book is in perfect sync with the flood of current interest in retheorizing the history of Chinese foreign policy in more recent centuries. It is also an engagingly written narrative about a fascinating time and place in human history. (Timothy Brook, Republic of China Chair, Department of History, University of British Columbia)|Zhenping Wang’s volume, executed with enviable scholarly acumen, takes the reader away from the single-themed Tang ‘foreign-relations-as-tribute’ model by a consideration of multiple polarities. Incorporating terms and concepts of world history―multiple-polarity, interdependence, soft power, and hard power―the author deals with Tang relations and reactions, varied as they were, to the numerous political states and entities surrounding Tang China. This work appreciably expands our understanding of China-in-the-world and the world-in-China. (D.W. Y. Kwok, professor emeritus of history, University of Hawai‘i)

About the Author
Wang Zhenping is associate professor at the National Institute of Education, Nanyang Technological University, Singapore.

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5 of 5 people found the following review helpful.
critical Tang foreign policy
By kkbs
This book is a surprisingly interesting history of Chinese foreign policy under the Tang dynasty. After a short critical introduction of Tang foreign policy and its image in Chinese historiography the author handles Tang policy towards its major neighbours in individual chapters. This approach means on the one side that there are certain overlappings in the book, as the Tang history is revisited various times, and of course there are many interfaces between these histories, e.g. when the Tang used Turkic allies (or sometimes even overlords) to fight various of its other enemies. On the other hand this approach allows a more concentrated focus on the individual neighbours of Tang China. The approach also somewhat counters the fact that nearly all history is seen through the eyes of Chinese archives, since Chinese documents by far outnumber those of their neighbours.
Nevertheless, the author Wang Zhenping shows a much more balanced picture of Chinese foreign policy than the more classical historiography. Even during one of the presumed "apexes" of Chinese history, China was not entirely dominating its neighbours (at least not politically and militarily), but often forced to compromise, to appease and sometimes even to subordinate to other powers.

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[T933.Ebook] Ebook Free Principles of Customer Relationship Management, by Roger J. Baran, Robert Galka, Daniel P. Strunk

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The textbook is lively and will hold students' interest with its unusual and interesting vignettes from the gaming, hotel, banking, airline, charge-card, supermarket, retailing, and package goods industries. This book acquaints students with the various approaches and applications but does not dwell on the underlying statistics. A second approach focuses on the strategic side of customer relationship management. The text provides students with an understanding of Customer Relationship Management and its application in the business fields of marketing and sales.

• Sales Rank: #1468790 in Books
• Published on: 2007-03-29
• Original language: English
• Number of items: 1
• Dimensions: 1.01" h x 8.25" w x 10.10" l, 2.40 pounds
• Binding: Hardcover
• 528 pages

Review

"I applaud Roger Baran and Robert Galka for breaking fresh ground in marketing education with their important new text, CRM: The Foundation of Contemporary Marketing Strategy. Most marketing textbooks devote only a chapter or a section to Customer Relationship Management. Baran and Galka rightly assert that the CRM system – which should be at the heart of successful contemporary business – deserves much more prominence in marketing education. What’s more, Baran and Galka are the ideal authors for this text as they have devoted years to the comprehensive study of CRM best practices from thought leaders in both business and academe. As pioneers in CRM teaching, Baran and Galka are sure to inspire many more professors to develop full courses focused on CRM. The text’s numerous real-world examples enliven the reading for students and instructors alike, and the extensive ancillary materials make this book an even more attractive choice."

Susan K. Jones, Professor of Marketing, Ferris State University (Big Rapids, MI, USA)

"Comprehensive, eminently readable and full of real-world, practical examples, CRM: The Foundation of Contemporary Marketing Strategy is a "must read" for any business student and a valuable guide for professors. Roger Baran and Robert Galka reveal the true nature and benefit of CRM, including the societal factors shifting companies from one-size-fits-all marketing and customer management to strategic, targeted, and value oriented exchanges. All aspects of CRM are explained, from developing a strategy to selecting and using technology, to data management and measurement and, most importantly, to building the right culture within an organization. The authors explain in detail how effective CRM can differentiate a company and bring a higher share of profits. They take us up to and beyond the present day with their knowledge of Social Media and how organizations can and must use it as part of their CRM strategy. This textbook will undoubtedly become a standard for CRM courses."

Carol Meyers, Chief Marketing Officer, Board Member and Company Advisor

"It is truly gratifying to see a textbook which has been so comprehensively researched covering the discipline. It provides a one stop shop CRM programme which is easy to read, applies the theory to professional practice and enables the reader, whether they are business students or practitioners, to readily implement the material. I am impressed with the numerous examples, strategies, diagrams charts and figures which highlight the material, particularly those applying to the use of social media in CRM. The application to the international market is especially critical to doing business in the competitive global environment. This book will be a valuable resource for all CRM managers and business executives who need to solve real-world CRM issues while providing a critical link back to marketing strategy."

Ken Lee, Director of MBA Programmes and Executive Education, Faculty of Business and Law, Auckland University of Technology

About the Author
Dr. Roger Baran received his Ph.D. and M.B.A. degrees from the University of Chicago Graduate School of Business and his B.B.A. (cum laude) from the University of Notre Dame. His dissertation was awarded first prize by the American Marketing Association in the North America competition. He is a fellow of the National Opinion Research Center, has served on the U.S. Department of Commerce Census Advisory Committee of the American Marketing Association, and was Chair of the Bank Marketing Association National Research and Planning Council. He currently serves as Executive Vice-President of the Asian Forum on Business Education. Dr. Baran joined DePaul University after serving as Director of Marketing Research at Continental Bank of Chicago. For seven years he served as DePaul's Director of Asian and Middle East Graduate Programs, managing its M.B.A. programs in Hong Kong and Bahrain. His teaching and publishing specialties are marketing research, global marketing management, marketing of services, marketing management and customer relationship management. Dr. Baran co-authored the first textbook on CUSTOMER RELATIONSHIP MANAGEMENT (Thomson Southwestern 2008). His book, PRACTICAL BANK MARKETING RESEARCH, was the first book published by the Bank Marketing Association dealing exclusively with this topic. He has published in numerous marketing, banking and international journals. Dr. Baran has served as a consultant in the area of marketing strategy and marketing research for many well-known companies in the U.S., Europe, Asia, and Middle East.

Robert Galka has 25 years of experience in business development, strategic planning, relationship marketing strategy, general management, information systems and direct marketing. His career started in Computer Science in 1977, where he progressed from an applications programmer to a leadership position in computer systems design and implementation for marketing technology based solutions. He then leveraged his technical and marketing expertise assisting organizations in their Customer Relationship Management (CRM) efforts across six vertical markets since 1989. He held a position as a General Manager leading a business unit in supplying CRM solutions to Fortune 100 organizations just before accepting a full-time position as an Executive-In-Residence in the Department of Marketing at De Paul University in July of 2002.

Daniel P. Strunk has 34 years of experience in sales, marketing management, relationship marketing and consulting. In 1988 he developed the innovative Quaker Direct program which was consumer packaged goods industry's first real foray into relationship marketing. As President of Glendinning he developed technologically innovative relationship marketing programs for clients such as NBC Television Stations Group, Sara Lee, R.R. Donnelly, Wm. Wrigley Jr. Company and ConAgra Foods. Mr. Strunk joined DePaul University as an Executive in Residence in the Department of Marketing in 1999 and serves as the Director of Partnership Development for the Sales Leadership Program at DePaul, where he teaches a course in sales strategy and technology.

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0 of 0 people found the following review helpful.
Some nice examples but a little bit rudimentary
By SLB86
Was expecting more for a CRM book geared towards marketing graduate students. Some nice examples but a little bit rudimentary. I did enjoy the renting process from Amazon. Saved a ton of money by having this on my iPad.

3 of 3 people found the following review helpful.
Nuggets of Great Information
By Will J Johnson
I work in database marketing and my focus is on Customer Acquisition and Retention. Baran and Galka's text on CRM has been a good source of inspiration on CRM tactics and on understanding implementation of CRM technology and culture in a company.

Top 3 Benefits of this book:
1.) A thorough discussion of CRM - It reminds me of "Successful Direct Marketing Methods" by Stone and Jacobs, lots of detail and puts the concept into a broader picture of the business.
2.) A good amount of examples - Baran and Galka pull from many interviews and their own personal experiences in this book. It solidifies the concepts when you can picture what CRM is doing.
3.) B2B and B2C CRM - Fortunately the book covers both worlds of marketing. The authors take stride to call out when some concept should be tweaked for businesses or if consumer marketing could benefit from a B2B concept.

Top 3 Issues
1.) Verbose - It's an academic textbook. It's a lot more wordy than it needs to be.
2.) Not a technical guide to CRM models - There is discussion on RFM, LTV and even decision trees but unless you research elsewhere, you won't find out more about how to actually DO the analysis. I would liked to have seen an appendix on how to DO the statistical concepts that Baran and Galka call out.
3.) Layout of CRM Measurements and Tools chapter - Chapter 12 has pages upon pages of measurements you can use in CRM but limited discussion on each one. Marketing Metrics by Farris, Bendle, et al. has a great structure for explaining these concepts in detail.

Overall, I learned a lot from 3 / 4 of the chapters in the book. Some of the charts and measurement tools have actually had an impact on my work and I've been able to introduce a handful of CRM concepts to my manager(s). I would absolutely recommend this for anyone in marketing that deals with numbers and is looking to find ways of squeezing more out of what you've already got.

4 of 5 people found the following review helpful.
Decent Primer on CRM
By Rick Wingender
This textbook was required for a graduate-level course I took in CRM. The course and the instructor were terrible, but the book was the saving grace. I've only read one other book on customer relationship management (not a textbook), so I didn't have a lot to compare it to. Neverless, I found a lot of valuable information here. The book is very easy-to-read, though it's sometimes redundant and could use a little streamlining. One of the things that I appreciated was that the book focuses more on the processes of CRM, rather than just the technology. The other thing I really appreciate is the practicality of the book: a great deal of the information is actionable in the real-world. I'd recommend the book for anyone just getting started in any customer-facing or customer-analysis role; I'd also recommend it for anyone considering the implementation of a new CRM technology system.
Rick Wingender / Knoxville, TN

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