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Just Enough CRM (Just Enough Series)

ISBN: 0131010174
EAN: 2147483647

Year: 2003
Pages: 143

Authors: Francoise Tourniaire

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• Main Page
• Table of content
• Copyright
• Selected Titles from the Yourdon Press Series
• About the Series
• About the Series Editor
• Preface
• What s the Book About?
• How Do I Use the Book?
• Acknowledgments
• Chapter 1. What is CRM and Why is it Important?
• Express Version
• What is CRM?
• Elements of CRM
• The Benefits of CRM
• Can CRM Technology Conquer All CRM Challenges?
• CRM NirvanaWhat Is It and Is It a Worthwhile Goal?
• Why Does CRM Fail So Often?
• Is CRM Just for the Big Guys?
• Can CRM Work If It s Not Integrated?
• Does CRM Deliver Applications or a Tool Kit?
• What s the Place of IT in CRM Initiatives?
• Chapter 2. Auditing your CRM System
• Express Version
• The Big Question: Do You Need A New CRM System?
• The 5-Minute CRM Test
• Detailed CRM Inventory
• Bad Reasons to Get a New Tool
• Good Reasons to Get a New Tool
• Chapter 3. Overview of CRM Selection and Implementation
• Express Version
• A High-Level View of the Entire Process
• Success Factors
• The Three Phases of CRM Projects
• How Long Will it Take?
• How Much Will It Cost?
• Chapter 4. The CRM Project Team
• Express Version
• What s a Good CRM Project Team?
• The Executive Sponsor
• The Project Manager
• The Business Owners
• The Super-Users
• The IT Owner
• The Technical Staffers
• How Many Resources Does It Really Take?
• Chapter 5. Requirements Definition
• Express Version
• Why Define Requirements?
• Creating a Requirements List
• Structure of the Requirements List
• The Vendor
• Technical Architecture
• Functionality
• Implementation and Maintenance
• Budget
• Template Requirements Checklist
• Chapter 6. Shopping for CRM Systems
• Express Version
• Shopping with a Purpose
• Creating the Long List
• Evaluating Candidates
• Creating the Short List
• Sample RFP
• Chapter 7. Buying CRM Systems
• Express Version
• The Home Stretch
• Checking References
• Negotiating the Contract
• Getting the Best Price
• Preparing an ROI Justification
• Chapter 8. Selecting an Integrator
• Express Version
• What s An Integrator And Do I Need One?
• When Do I Start Looking for an Integrator?
• Tool Vendor or Third Party?
• Finding Integrators
• Evaluating Integrators
• Negotiating With Integrators
• Chapter 9. Implementing CRM Systems
• Express Version
• Implementation Overview
• The Kickoff Workshop
• A Few Technical Notes on the Implementation
• Testing
• Training
• The Rollout
• Successfully Managing an Implementation
• Care and Feeding of the Integrator
• Involving the Users
• Internal Promotion
• Customer Promotion
• Handling Implementation Problems
• Post-mortem Review
• Chapter 10. Measuring Success
• Express Version
• Why Metrics Matter
• Types of Metrics
• Garbage In
• Don t Be Average
• Slicing and Dicing, Babushka-Style
• More is Not Better
• The Dashboard Concept
• Streamline Delivery
• Suggested Metrics
• Where do I Go From Here?
• Chapter 11. Rescuing a Failing CRM Project
• Express Version
• Project Failures
• Step 1: Assess
• Step 2: Restructure
• Step 3: Restart
• Chapter 12. CRM Resources
• Web Sites
• Magazines and Trade Publications
• Books
• Analysts
• Conferences
• Glossary
• Index
• Index SYMBOL
• Index A
• Index B
• Index C
• Index D
• Index E
• Index F
• Index G
• Index H
• Index I
• Index K
• Index L
• Index M
• Index N
• Index O
• Index P
• Index R
• Index S
• Index T
• Index U
• Index V