CRM Project Management
Building Realistic Expectations and Managing Risk
By (author) Michael Gentle
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CRM Project Management by Michael Gentle
Book DescriptionOnce 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.
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Book DetailsISBN: 9780749438982
(234mm x 156mm x 16mm)
Imprint: Kogan Page Ltd
Publisher: Kogan Page Ltd
Publish Date: 3-Oct-2002
Country of Publication: United Kingdom
Books By Author Michael Gentle
IT Success!, Paperback (October 2007)» View all books by Michael Gentle
"Fifty years after the birth of corporate computing, IT today is still characterized by 50-70# project failure rates. Which is pretty scary when you come to think of it: either a goblin has cast a spell on a whole profession - or that profession is doing something fundamentally wrong".
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Author Biography - Michael Gentle
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. He 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.
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