Customer Relationship Management

CRM: Is It Right For Your Company?
Commerce in the 21st Century.
The Case for Customer Relationship Management.
What Is CRM?
e-CRM-What's the Difference?
CRM: Planning It Right.
Understanding the Method.
Get Ready: Avoiding Common Barriers.
Get Set: Organizing for Success.
Go! Developing Your CRM Strategy.
Launching a Project.
CRM: Building It Right.
Building Infrastructure Components.
Understanding the Information Component.
Understanding the Process Component.
Understanding the Technology Component.
Understanding the People Component.
Managing the Project.
CRM: Using It Right.
Integrating Components.
Finding the “Right” Customers.
Delivering the Customer Offer.
Evaluating Project Results.
CRM: Keeping It Right.
Managing Quality Information As a Company Asset.
Designing Quality Systems for a Competitive Advantage.
Customer Privacy: Seize Your Opportunity.
CRM: You Got It, Right?
Salient Features
Speaks to both the managerial and technical aspects of CRM and how these components need to interact to be successful.
Real case studies, process examples and templates to make it easy to get started and then repeat the small steps.
Written by the former Director of CRM for HP, now in business for herself.