CRM Fundamentals

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.

• The real issues surrounding implementation of CRM
• Processes, procedures and planning to make it work and on time
• An agile approach to creating a working CRM system
• Software and hardware suggestions for all levels of CRM implementation

Based 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.

This book is perfect for executives interested in launching a new CRM program or managing and evolving an existing one. CRM Fundamentals will also benefit project managers leading CRM system selection or implementation projects.