The business book. The ultimate resource.
How to implement a customer relationship management strategy.
Customer relationship management.
Is growing rapidly.
Has been overhyped.
People and technology.
Critical to successful E-commerce.
Medium and large organizations, small should do it manually.
Frequently asked questions.
What makes a CRM system?
Why is CRM so important to E-commerce?
What are the key benefits of CRM.
Is CRM right for every business.
Making it happened.
Develop a long-term vision and strategy.
Develop a return on investment model.
Talk to your customers.
Talk to your employees.
Insure that employees are properly trained and educated.
Create a single view of the customer.
Carefully consider integration issues.
Selecting a CRM vendor.
The ASP option for CRM.
Forgetting about the C in CRM.
Not getting the staff approval.
Inability to adapt CRM solutions quickly.
Lack of senior management's understanding and approval.
Automation without common sense.
End of data.