The CRM Project Management Handbook

The CRM Project Management Handbook

Building Realistic Expectations and Managing Risk

eBook - 2002
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Kogan Page
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.

Ingram Publishing Services
Once you have bought into the concept of customer relationship management (CRM), how do you separate the practical and useful from the pie-in-the-sky to plan, scope and implement a project that delivers tangible results? With CRM project failure rates running as high as 80 per cent, anyone unable to answer this question stands every chance of becoming yet another accident statistic.


Publisher: London ; Sterling, VA : Kogan Page, 2002
ISBN: 9781417545650
1417545658
Characteristics: xii, 227 p. : ill

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