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•  Table of Contents
•  Index
Just Enough CRM
By Francoise Tourniaire
 
Publisher : Prentice Hall PTR
Pub Date : February 24, 2003
ISBN : 0-13-101017-4
Pages : 400
    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 Nirvana—What 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
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