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CRM Project Management: Building Realistic Expectations and Managing Risk

CRM Project Management: Building Realistic Expectations and Managing Risk

by Michael Gentle (Author)

  • Used

    Paperback 2002

    $3.62
Synopsis

Once you have bought into the concepts of customer relationship management (and it is hard not to), how do you separate the practically useful from the pie-in-the-sky and then actually implement a project? This handbook addresses implementation, advocating an approach that is based in the real world and stressing the measurable goals and tactical uses of CRM. The areas covered include: building a realistic foundation for CRM; critical success factors; risk factors; full risk analysis; and case studies.

$3.62

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More Information

Format: Paperback
 Pages: 240
 Edition: 1
 Publisher: Kogan Page
Published: 03 Oct 2002
ISBN 10: 0749438983
ISBN 13: 9780749438982
Book Overview: 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.

Media Reviews
Required reading for all operational managers. -- Dr Alain Michael, Head of Worldwide Clinical Safety and Pharmacovigilance, Serono International, Geneva
Required reading for all operational managers. -- Dr Alain Michael, Head of Worldwide Clinical Safety and Pharmacovigilance, Serono International, Geneva
Author Bio
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.