The decision-maker's guide to competitive advantage with CRM
- Getting real benefits from CRM--fast
- A complete roadmap for auditing and
- improving your current CRM processes
- Best practices for CRM project management and implementation
- Effective strategies for aligning CRM with the goals of the business
Just Enough CRM gives decision-makers practical insight for planning, designing, and deploying CRM systems that deliver on their promises--and for avoiding the pitfalls that cause so many CRM implementations to fail. Leading CRM consultant Francoise Tourniaire shows how to streamline and improve every phase of the project lifecycle, from needs assessment and vendor selection through metrics, and beyond.
Tourniaire offers realistic guidelines and checklists for making sense of vendors' pitches, customizing CRM to your own organization's needs, and guiding the entire implementation process. These techniques apply to any CRM implementation, especially projects at mid-sized companies with $10 to $500 million in revenues--projects all too often neglected in other books.
Whether you're a senior executive, line-of-business manager, CRM project manager, or project participant, this book will help you transform the promise of CRM into a quantifiable, sustainable, competitive advantage.
About the Author
FRANCOISE TOURNIAIRE owns FT Works, a consultancy that helps technology companies create and improve their support operations through targeted consulting, training, and coaching engagements. Prior to founding FT Works, she was VP of Worldwide Service for Scopus (now Siebel Systems), responsible for technical support, training, documentation, and operations worldwide. She has close to 20 years' experience in post-sales support and services, including stints at Sybase and Ingres. Tourniaire is lead author of The Art of Software Support (Prentice Hall).
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