CRM Automation, by Barton J. Goldberg, softcover, 294 pages, 2002, $44.99

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Overview

Barton Goldenberg shares his unparalleled practical expertise on everything from customer relationship management (CRM) technology requirements and software selection to security and internationalization, helping you to transform the potential of CRM into long-lasting competitive advantage while avoiding disastrous missteps. You will learn to:

• Identify your goals and customize a CRM strategy for your enterprise
• Understand the 8 key issues that will make or break your CRM initiative
• Learn about the top 30 CRM software product offerings
• Find out what 12 crucial questions you should ask before selecting a software vendor
• Preview tomorrow's advances in CRM—to better position yourself and take advantage of a ever-changing environment

Make no mistake about it -- this is the definitive work on CRM automation and systems selection.  You cannot go wrong by getting this book.  Just take a look at the table of contents below.

Table of Contents

1. Customer Relationship Management (CRM) - An Overview
2. CRM: A Working Definition
3. Successful CRM: Getting the People, Process, and Technology Mix Right
4. CRM Strategy Formulation
5. Determining CRM Business Processes
6. CRM Business Application Trends
7. CRM Technology Trends
8. CRM: Benefits and Problems
9. A Blueprint For Effective Customer Relationship Management
10. Creating Your CRM Business Case
11. CRM Software Selection and Implementation Roadmap
12. CRM System Requirements Analysis
13. How to Write Your Systems Specifications Document
14. Sizing Up Your CRM Software Vendor
15. The Importance of CRM Project Communications
16. Eight Key Implementation Issues for Effective CRM Systems
17. The Necessity of Training, a Good Help Desk, and Effective Systems Administration
18. E-Business and CRM
19. E-Service and CRM
20. Ensuring Consistent Customer Service Across Channels
21. E-Marketing and CRM
22. Knowledge Management and CRM
23. Application Service Providers (ASPs): An Overview
24. Addressing CRM System Security Risks
25. The Importance of Data Integrity
26. CRM: An International Perspective
27. The Future Direction of CRM

Appendix A: ISM's Top 30 CRM Software Selections
Appendix B: Sources to Assist in CRM Software Selection
Appendix C: Software Categories, Vendors, and Pricing
Appendix D: Glossary of Terms
Index

Help Desk & Support Center
Call Center Management
Tech Support Resources
Project Management
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off Service
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

Call Center Courses
Telephony Courses
ITIL & Help Desk Courses

Subject Index
Catalog Index

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