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Innovation and Best Practice
for Business Success

Established 1967



CRM Project Management

CRM Project Management

Building Realistic Expectations and Managing Risk

Michael Gentle

£29.99

A handbook on CRM project management. It addresses implementation, advocating an approach based in the real world and stressing the measurable goals and tactical uses of CRM. Areas covered include: critical success factors; risk factors; risk analysis; and case studies.

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About the book

Once you have bought into the concepts of customer relationship management (and it is hard not to), how do you separate the practically useful from the pie-in-the-sky and then actually implement a project? This handbook addresses implementation, advocating an approach that is based in the real world and stressing the measurable goals and tactical uses of CRM. The areas covered include: building a realistic foundation for CRM; critical success factors; risk factors; full risk analysis; and case studies.


Table Of Contents

    • Chapter - 00: Introduction;
  • Section - ONE: Building a realistic foundation for CRM;
    • Chapter - 01: Overhyped, overpriced and over here;
    • Chapter - 02: CRM 101 – just the basics please;
  • Section - TWO: Critical success factors for CRM;
    • Chapter - 03: Organizational readiness for CRM;
    • Chapter - 04: A valid business case, with measurable benefits;
    • Chapter - 05: A credible and active executive sponsor;
    • Chapter - 06: A realistic project scope;
    • Chapter - 07: A realistic budget;
    • Chapter - 08: Successfully managing international CRM projects;
    • Chapter - 09: A pilot for proof-of-concept and buy-in;
    • Chapter - 10: Buy-in from sales managers;
  • Section - THREE: Risk factors for CRM;
    • Chapter - 11: Risk factors;
  • Section - FOUR: CRM risk analysis;
    • Chapter - 12: Risk analysis;
  • Section - FIVE: Case studies;
    • Chapter - 13: Case studies



Book Details

  • EAN: 9780749438982
  • Edition: 1
  • Published: 3rd October 2002
  • Paperback
  • Dimensions: 234x156
  • 240 pages