Just Enough CRM (Just Enough Series)
Just Enough CRM (Just Enough Series)
ISBN: 0131010174
EAN: 2147483647
EAN: 2147483647
Year: 2003
Pages: 143
Pages: 143
Authors: Francoise Tourniaire
- 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
Just Enough CRM (Just Enough Series)
ISBN: 0131010174
EAN: 2147483647
EAN: 2147483647
Year: 2003
Pages: 143
Pages: 143
Authors: Francoise Tourniaire