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The CRM Project Management Handbook

Building Realistic Expectations and Managing Risk

The CRM Project Management Handbook by Michael Gentle
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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.
Kogan Page; December 2005
242 pages; ISBN 9780749447212
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Title: The CRM Project Management Handbook
Author: Michael Gentle