Document Type
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BL
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Record Number
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985867
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Doc. No
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b740237
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Main Entry
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Gentle, Michael,1957-
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Title & Author
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The CRM project management handbook : : building realistic expectations and managing risk /\ Michael Gentle.
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Publication Statement
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London ;Sterling, VA :: Kogan Page,, 2002.
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Series Statement
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Gale virtual reference library
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Page. NO
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1 online resource (xii, 227 pages) :: illustrations.
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ISBN
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0749438983
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: 0749447214
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: 1280435100
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: 1417545658
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: 9780749438982
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: 9780749447212
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: 9781280435102
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: 9781417545650
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Bibliographies/Indexes
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Includes bibliographical references (page 221) and index.
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Contents
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Part 1. Building a realistic foundation for CRM. Overhyped, overpriced and over here -- CRM 101 : just the basics please -- Part 2. Critical success factors for CRM. Organizational readiness for CRM -- A valid business case, with measurable benefits -- A credible and active executive sponsor -- A realistic project scope -- A realistic budget -- Successfully managing international CRM projects -- A pilot for proof-of-concept and buy-in -- Buy-in from sales managers -- Part 3. Risk factors for CRM. Part. 4. CRM risk analysis. Part 5. Case studies.
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Abstract
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"In a clear, engaging style, the author stresses a back-to-basics approach that favors tactical rather than strategic customer relationship management (CRM). He identifies the common stumbling blocks that threaten all CRM projects, regardless of vendor, product or technology, and proposes practical solutions to get round them. He identifies critical success factors and risk factors, and features a range of case studies (both successes and failures) and a 40-question risk analysis."--Thomson Gale description.
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Subject
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Customer relations-- Management.
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Subject
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BUSINESS ECONOMICS-- Customer Relations.
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Subject
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Customer relations-- Management.
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Dewey Classification
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658.8/12
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LC Classification
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HF5415.5.G456 2002
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