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.
What people are saying - Write a review
We haven't found any reviews in the usual places.
CHAPTER 2 Components of CRM Success
CHAPTER 3 Building a CRM Roadmap
CHAPTER 4 Evaluating Software and Consultants
CHAPTER 5 Planning the Initial CRM Implementation
Other editions - View all
allow application’s approach automation budget business processes change control process chapter client complete components consulting partner costs CRM administration team CRM application CRM implementation CRM processes CRM program CRM project CRM roadmap custom development customer service customer-facing data migration data warehouse database deployed deployment document e-mail employees ensure evaluation example executive Facebook feedback Figure focus functionality go-live goals identified impact implementation team important integration interactions issues KPIs launch licenses marketing methodology metrics Microsoft Dynamics CRM migration process organization organization’s phase processes and application project management project team regression testing require roles sales rep sales team schedule scope SDLC server significant social media software-as-a-service source application specific spreadsheet stakeholders steering committee structured sales successful CRM tasks test plan track typically understand updates upgrade user acceptance testing user community workflow workflow automation