CRM Project Management: Building Realistic Expectations and Managing Risk - Brossura

GENTLE, Michael

Brossura

ISBN 10: 0749438983 ISBN 13: 9780749438982

Casa editrice: Kogan Page, 2002

Riassunto

Once you have bought into the concept of customer relationship management (CRM), how do you separate the practical and useful from the pie-in-the-sky to plan, scope and implement a project that delivers tangible results? With CRM project failure rates running as high as 80 per cent, anyone unable to answer this question stands every chance of becoming yet another accident statistic.

Su questo libro

Descrizione del libro

A handbook on CRM project management. It addresses implementation, advocating an approach based in the real world and stressing the measurable goals and tactical uses of CRM. Areas covered include: critical success factors; risk factors; risk analysis; and case studies.

L'autore

Michael Gentle is an international CRM consultant based in Paris. He has been managing CRM, sales and marketing projects since 1993, from strategy through to delivery, and has witnessed both multi-million-dollar failures and spectacular successes.

Michael Gentle has extensive international experience across Europe, the United States, Canada and Asia Pacific, and has worked at major companies such as Apple Computer, GlaxoSmithKline, Cegetel, Worldcom International and the Bank of Tokyo. He has been a regular guest columnist in the computer press for the past 10 years, both in the United States (Computerworld, iSeries NEWS) and in France (01 Informatique). He has a degree in mechanical engineering, with further studies in aerospace and computer science.

Dettagli dell?edizione

• Editore: Kogan Page
• Data di pubblicazione: 2002
• ISBN 10: 0749438983
• ISBN 13: 9780749438982
• Rilegatura: Copertina flessibile
• Lingua: Inglese
• Numero edizione: 1
• Numero di pagine: 240