CRM in Real Time
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CRM in Real Time: Empowering Customer Relationships

CRM in Real Time: Empowering Customer Relationships


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About the Book

Table of Contents:
Preface Introduction Part 1: An Introduction to CRM Chapter 1: A CRM Primer Chapter 2: CRM: The Right Mix of People, process, and Technology Part 2: People Issues Chapter 3: Understanding the People Component Chapter 4: Executive Support: The Single Most Important CRM Success Factor Chapter 5: Securing Executive Alignment for Your CRM Initiative Chapter 6: Executives Take Charge Chapter 7: Tips for Improving User Adoption Chapter 8: CRM Project Communications Chapter 9: CRM Strategy Foundation Chapter 10: Putting the "Customer" Back into CRM Chapter 11: The Necessity of Training Chapter 12: Ensuring Consistent Customer Service Part 3: Process Issues Chapter 13: Realizing Effective Process Change Chapter 14: Understanding Business Process Review Chapter 15: Why Business Processes Must Precede Technology Chapter 16: The Importance of Data Integrity Chapter 17: CRM and the E-volution of Ebusiness Part 4: Business Application and Technology Issues Chapter 18: CRM Business Application Trends Chapter 19: The Technology Component Chapter 20: Key CRM Technology Trends Chapter 21: A Wireless World Chapter 22: CRM Software Selection Tips Part 5: Critcal Issues Chapter 23: Using People, Process, and Technology to Differentiate Chapter 24: Ten Steps to Effective CRM Implementation Chapter 25: Creating a CRM Business Case Chapter 26: Getting Your CRM Business Prioritization Right Chapter 27: Outsourcing CRM Chapter 28: Addressing CRM Security Risks Chapter 29: Eight Key Implementation Issues Chapter 30: CRM on a Global Basis Chapter 31: CRM in Government Part 6: The Future Chapter 32: The Evolving Real-Time Enterprise Chapter 33: Ten Steps for Creating a Real-Time Enterprise Chapter 34: The Future of CRM: Real Time Chapter 35: Web 2.0 and the Digital Client Appendix A: CRM Sales Process Example Appendix B: Level 1 Process Flow Example Appendix C: CRM System RFP Example Appendix D: Top CRM Software Solutions Appendix E: Sources to Assist in CRM Software Selection Appendix F: Application Service Providers Appendix G: Glossary of Terms About the Author Index

About the Author :
Barton J. Goldenberg is the founder and president of ISM, Inc., whose clients have included AAA, IBM, Johnson & Johnson, Nestle, Nike, PepsiCo, the U.S. Department of Defense and Postal Service, and Verizon. He is a columnist for CRM Magazine, a contributor to eWeek newsletter and Sales & Marketing Management magazine, and was recognized by CRM Magazine as one of the 10 most influential people in CRM and one of the 20 most influential CRM executives of the year. He is the author of CRM Automation and the benchmark report, Guide to CRM Automation. He lives in Bethesda, Maryland.


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Product Details
  • ISBN-13: 9780910965804
  • Publisher: Cyberage Books
  • Publisher Imprint: CyberAge Books
  • Height: 225 mm
  • Returnable: N
  • Width: 150 mm
  • ISBN-10: 0910965803
  • Publisher Date: 01 Jun 2008
  • Binding: Paperback
  • Language: English
  • Sub Title: Empowering Customer Relationships


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