The CRM Project Management Handbook: Building Realistic Expectations and Managing Risk [Paperback]

Michael Gentle (Author)

Book Description

ISBN-10: 0749438983 | ISBN-13: 978-0749438982 | Publication Date: December 17, 2002

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 delivers tangible results? With CRM project failure rates running as high as 80 per cent, anyone unable to answer this question stands every chance of becoming yet another accident statistic.

Editorial Reviews

Review

"Required reading for all operational managers." -- Dr Alain Michael, Head of Worldwide Clinical Safety and Pharmacovigilance, Serono International, Geneva

About the Author

Michael Gentle is an international CRM consultant based in Paris, and has worked at major companies such as Apple Computer, GlaxoSmithKline, Cegetel, Worldcom International and the Bank of Tokyo.

Product Details

• Paperback: 227 pages
• Publisher: Kogan Page (December 17, 2002)
• Language: English
• ISBN-10: 0749438983
• ISBN-13: 978-0749438982
• Product Dimensions: 0.5 x 6 x 9 inches
• Shipping Weight: 14.9 ounces (View shipping rates and policies)
• Average Customer Review: 4.2 out of 5 stars  See all reviews (4 customer reviews)
• Amazon Best Sellers Rank: #1,683,590 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

22 of 22 people found the following review helpful:

5.0 out of 5 stars Mandatory for anyone implementing CRM, November 14, 2002

By 

askCRM (Huntersville, NC) - See all my reviews
(VINE VOICE)   

This review is from: The CRM Project Management Handbook: Building Realistic Expectations and Managing Risk (Paperback)

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.

7 of 9 people found the following review helpful:

3.0 out of 5 stars Not what the title suggests, April 14, 2004

By 

Alejandro Berganza (El Salvador. Central America) - See all my reviews
(REAL NAME)   

Amazon Verified Purchase

This review is from: The CRM Project Management Handbook: Building Realistic Expectations and Managing Risk (Paperback)

I ordered this book with expedite delivery only to find out that it is neither a handbook nor its contents are strictly about project 'management'. It is about CRM though, but it seems more like a list of separate and partially elaborated ideas, such as the ones written on flash cards, glued together by textual bridges to produce a book. Some ideas are valuable, but there seems to be no underlying plan or theory to give coherence to the book. It seems to me like the name 'project management handbook' is way too ambitious, and was thought more for its marketing impact than to be precise in describing the contents.

4.0 out of 5 stars Good overview for CRM customers, January 19, 2007

By 

Aaron Kitto "Akka" (New Zealand) - See all my reviews
(REAL NAME)   

This review is from: The CRM Project Management Handbook: Building Realistic Expectations and Managing Risk (Paperback)

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.