The Crm Project Management Handbook: Building Realistic Expectations and Managing Risk

By Michael Gentle

Once you have bought into the concept of customer relationship management (CRM), how do you separate the practical and useful from the pie-in-the-sky to plan, scope and implement a project that... This description may be from another edition of this product.

• Format: Paperback
• Language: English
• ISBN: 0749438983
• ISBN13: 9780749438982
• Release Date: December 2002
• Publisher: Kogan Page
• Length: 227 Pages
• Weight: 0.75 lbs.
• Dimensions: 0.5" x 6.3" x 9.2"

Customer Reviews

Good overview for CRM customers

Its a good book and easy to read. The experiences of the writer flow out of the words and evry point made is common sense and easy to agree with. If your a CRM customer or about to become a CRM customer then this is a great book to read in preperation for your project/implementation.

Mandatory for anyone implementing CRM

As a CRM consultant, the first 35 pages of the book alone made it worth the purchase price.The author takes a very pragmatic approach to the realities of CRM and cuts through a lot of the BS that's out there right now. He makes an honest assessment of the reasons that CRM has often failed, and helps the reader avoid the traps that others have fallen into.It's not a book about technical implementation, or a how-to book with lots of checklists. Rather, it is a book that will help you: build your business case for CRM (and/or decide that if CRM is even something your company should pursue); understand and avoid the most common risks; set realistic goals for projects; and take a tactical approach (i.e. short projects with measurable goals) to CRM.A good read for anyone involved with implementing CRM. I'll be recommending it to clients as a must read and reference book for project managers, project sponsors, consultants and vendors who are working on CRM projects.Now all we need is a very short book that explains CRM to the masses in simple terms - something I can give to the executives and "beginners" that I work with.