There are a couple of books on Microsoft CRM; John Gravely’s Special Edition Using Microsoft CRM and Microsoft CRM for Dummies. Neither is perfect and I think time is ripe for a new book explaining how to implement MSCRM for your business – if only I had the time.
The book I am currently reading is by John Seddon Freedom From Command and Control: A Better Way to Make Work Work. This book looks how work is done and why much of current management practise does not get the desired results. BUY IT!