CRM Project Management: Building Realistic Expectations and Managing Risk - Couverture souple

Gentle, Michael

Couverture souple

ISBN 10 : 0749438983 ISBN 13 : 9780749438982

Editeur : Kogan Page, 2002

Synopsis

Once you have bought into the concepts of customer relationship management (and it is hard not to), how do you separate the practically useful from the pie-in-the-sky and then actually implement a project? This handbook addresses implementation, advocating an approach that is based in the real world and stressing the measurable goals and tactical uses of CRM. The areas covered include: building a realistic foundation for CRM; critical success factors; risk factors; full risk analysis; and case studies.

A propos du livre

À propos de l'auteur

Michael Gentle is an international CRM consultant based in Paris. He has been managing CRM, sales and marketing projects since 1993, from strategy through to delivery, and has witnessed both multi-million-dollar failures and spectacular successes.

Michael Gentle has extensive international experience across Europe, the United States, Canada and Asia Pacific, and has worked at major companies such as Apple Computer, GlaxoSmithKline, Cegetel, Worldcom International and the Bank of Tokyo. He has been a regular guest columnist in the computer press for the past 10 years, both in the United States (Computerworld, iSeries NEWS) and in France (01 Informatique). He has a degree in mechanical engineering, with further studies in aerospace and computer science.

Détails de l'édition

• Éditeur: Kogan Page
• Date d'édition: 2002
• Langue: anglais
• ISBN 10: 0749438983
• ISBN 13: 9780749438982
• Reliure: Broché
• Nombre de pages: 240
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible