- Copyright
- ~ Reviews ~
- Preface
- About the Author
- Customer Relationship Management (CRM)—An Overview
- CRM: A Working Definition
- Successful CRM: Getting the People, Process, and Technology Mix Right
- CRM Strategy Formulation
- Determining CRM Business Processes
- CRM Business Application Trends
- Increased Consolidation and Mergers Among CRM Vendors
- Increasing Product and Marketing Focus on the Small to Mid-Market Niche
- Movement Toward CRM Solutions with Web-Based Architectures
- Increased Use of Analytical Tools in CRM Solutions
- Increased Integration with GIS in CRM Solutions
- Increasing Availability of Customer Lifetime Value Tools
- Increased Capability for Lead Management
- Increasing Availability of Supply Chain Management Functionality
- Summary
- CRM Technology Trends
- Client/Server to N-Tiered
- Portal Architecture
- Field Force Automation
- Configuration Tools
- Wireless Components
- XML Is Playing a Major Role
- Web Services
- Enterprise Application Integration
- Application Server/Framework Architecture
- ASP-Enabled Applications
- Enterprise/Satellite Server Architecture
- CRM and CCC Modules
- Multilingual/Multicurrency
- Graphical Workflow Mapping Tools
- Business Intelligence
- Summary
- CRM: Benefits and Problems
- A Blueprint for Effective Customer Relationship Management
- Step 1: Organize Your Project Management Team
- Step 2: Determine the Functions to Automate
- Step 3: Gain Top Management Support and Commitment
- Step 4: Employ Technology Smartly
- Step 5: Secure User Ownership
- Step 6: Prototype the System
- Step 7: Train Users
- Step 8: Motivate Personnel
- Step 9: Administrate the System
- Step 10: Keep Management Committed
- Summary
- Creating Your CRM Business Case
- CRM Software Selection and Implementation Roadmap
- CRM System: Requirements Analysis
- How to Write Your Systems Specifications Document
- Sizing Up Your CRM Software Vendor
- The Importance of CRM Project Communications
- Eight Key Implementation Issues for Effective CRM Systems
- Step 1: Prepare for Your CRM Implementation
- Step 2: Set Up an Effective CRM Project Management Team
- Step 3: Integrate Legacy and Third-Party Information Systems
- Step 4: Customize Your CRM System
- Step 5: Pilot Your CRM System
- Step 6: Roll Out Your CRM System
- Step 7: Support Your CRM System
- Step 8: Grow Your CRM System
- Summary
- The Necessity of Training, a Good Help Desk, and Effective Systems Administration
- E-Business and CRM
- E-Service and CRM
- Ensuring Consistent Customer Service Across Channels
- E-Marketing and CRM
- Knowledge Management and CRM
- Application Service Providers (ASP): An Overview
- Addressing CRM System Security Risks
- The Importance of Data Integrity
- CRM: An International Perspective
- The Future Direction of CRM
- Increased Executive Attention
- Customer Contact Centers and Self-Service
- E-Customers (B2B)
- Supply Chain Integration
- The Real-Time Enterprise
- XML, Wireless, and Voice Recognition Technologies
- Integration of CRM, E-CRM, and M-CRM Applications
- Thin Client Applications
- Metrics
- Implementation
- Security and Privacy
- People, Process, and Technology
- Summary
- ISM's Top 30 CRM Software Selections
- Sources to Assist in CRM Software Selection
- Software Categories, Vendors, and Pricing
- Glossary of Terms
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