Back to home Page

Email Lawson

 The business book.  The ultimate resource.


How to implement a customer relationship management strategy.


Customer relationship management.

Is growing rapidly.

Has been overhyped.

Customer centric.

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.


Common mistakes.

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.

Poor integration.

Automation without common sense.


End of data.




Back to home Page

Email Lawson