CRM Fundamentals

CRM Fundamentals is a critical and comprehensive resource for executives and project leaders tasked with managing customer relationship management (CRM) initiatives. It provides an introduction to CRM and how it delivers value to organizations, and describes the process to build and execute a CRM roadmap successfully—including identifying goals, lining up the right people, planning projects, choosing software packages and consultants, managing the initial CRM implementation, and maintaining and evolving the program over time. Written by senior CRM consultants, CRM Fundamentals includes plenty of detailed, useful advice to help you get the most value from your CRM investments and to avoid common pitfalls associated with CRM. Annotation CRM Fundamentalsis a critical and comprehensive resource for executives and project leaders tasked with managingcustomer relationship management (CRM)initiatives. It provides an introduction to CRM and how it delivers value to organizations, and describes the process to build and execute a CRM roadmap successfullyincluding identifying goals, lining up the right people, planning projects, choosing software packages and consultants, managing the initial CRM implementation, and maintaining and evolving the program over time. Written by senior CRM consultants, CRM Fundamentalsincludes plenty of detailed, useful advice to help you get the most value from your CRM investments and to avoid common pitfalls associated with CRM. What youll learnThe real issues surrounding implementation of CRMProcesses, procedures and planning to make it work and on timeAn agile approach to creating a working CRM systemSoftware and hardware suggestions for all levels of CRM implementationBased on years of implementing CRM systems, the authors know the keys to success, the issues that can create problems and the steps needed to ensure the success of the project. Who this book is forThis book is perfect for executives interested in launching a new CRM program or managing and evolving an existing one. CRM Fundamentalswill also benefit project managers leading CRM system selection or implementation projects. Table of ContentsIntroductionComponents of CRMSuccessBuilding a CRM RoadmapEvaluating Software and ConsultantsPlanning the Initial CRM ImplementationExecuting the Initial CRM ImplementationMaintaining and Evolving CRM "CRM fundamentals describes how to successfully build and execute a customer relationship management system, from managing the initial implementation to maintaining and evolving the program over time. It willhelp you identify goals, line up the right people, plan projects, and choose software packages and consultants. " -- Back cover.