Zero-risk CRM project management

Author: Jin Tuer
Publisher:
Publish Date: 2004-01-01
Features: This book is suitable for all individuals involved in researching CRM implementation and participating in management projects: CRM project managers in companies, relevant decision-makers, and other influential personnel, including key business leaders from departments such as sales, marketing, customer service, and finance. It also covers project management professionals such as vendors, consultants, and integrators. The book explains the success and risk factors of CRM projects, without focusing on vendors, products, or technology issues, nor does it consider specific industries or departments. Instead, it emphasizes the secure implementation and management of CRM projects and provides practical solutions. The book highlights how to implement CRM in real-world environments. For example, ineffective measures that cannot be anticipated by customers are widespread. Moreover, people either dislike changes to the status quo or prefer to maintain their existing ways, so they are often rewarded only with the outcomes of ineffective processes. Additionally, at the management and execution levels, the book analyzes organizational, cultural, and political factors, estimates their combined impact, and describes typical scenarios.