| Description |
xii, 227 pages : illustrations ; 24 cm |
| Contents |
Pt. I. Building a realistic foundation for CRM -- 1. Overhyped, overpriced and over here -- 2. CRM 101 - just the basics please -- Pt. II. Critical success factors for CRM -- 3. Organizational readiness for CRM -- 4. A valid business case, with measurable benefits -- 5. A credible and active executive sponsor -- 6. A realistic project scope -- 7. A realistic budget -- 8. Successfully managing international CRM projects -- 9. A pilot for proof-of-concept and buy-in -- 10. Buy-in from sales managers -- Pt. III. Risk factors for CRM -- 11. Risk factors -- Pt. IV. CRM risk analysis -- 12. Risk analysis -- Pt. V. Case studies -- 13. Case studies |
| Bibliography |
Includes bibliographical references and index |
| Notes |
Also available online via the World Wide Web, by subscription to Books24x7 (BusinessPro) |
| Subject |
Customer relations -- Management.
|
| Author |
Books24x7, Inc.
|
| LC no. |
2002014806 |
| ISBN |
0749438983 |
|
