Just Enough CRM

Francoise Tourniaire0131010174, 9780131010178

The decision-maker’s guide to competitive advantage with CRMGetting real benefits from CRM – fast A complete roadmap for auditing and improving your current CRM processes Best practices for CRM project management and implementation Effective strategies for aligning CRM with the goals of the businessJust Enough CRM gives decision-makers practical insight for planning, designing, and deploying CRM systems that deliver on their promises-and for avoiding the pitfalls that cause so many CRM implementations to fail. Leading CRM consultant Francoise Tourniaire shows how to streamline and improve every phase of the project lifecycle, from needs assessment and vendor selection through metrics, and beyond. Tourniaire offers realistic guidelines and checklists for making sense of vendors’ pitches, customizing CRM to your own organization’s needs, and guiding the entire implementation process. These techniques apply to any CRM implementation, especially projects at mid-sized companies with $10 to $500 million in revenues – projects all too often neglected in other books. Whether you’re a senior executive, line-of-business manager, CRM project manager, or project participant, this book will help you transform the promise of CRM into a quantifiable, sustainable, competitive advantage.