The CRM project management handbook: building realistic expectations and managing risk
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
London
Kogan Page
2002
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Includes bibliographical references (p. [221]) and index |
| Beschreibung: | XII, 227 S. Ill. |
| ISBN: | 0749438983 |
Internformat
MARC
| LEADER | 00000nam a2200000zc 4500 | ||
|---|---|---|---|
| 001 | BV014757602 | ||
| 003 | DE-604 | ||
| 005 | 20040301 | ||
| 007 | t | ||
| 008 | 020925s2002 xxka||| |||| 00||| eng d | ||
| 010 | |a 2002014806 | ||
| 020 | |a 0749438983 |9 0-7494-3898-3 | ||
| 035 | |a (OCoLC)50272804 | ||
| 035 | |a (DE-599)BVBBV014757602 | ||
| 040 | |a DE-604 |b ger |e aacr | ||
| 041 | 0 | |a eng | |
| 044 | |a xxk |c GB | ||
| 049 | |a DE-573 | ||
| 050 | 0 | |a HF5415.5 | |
| 082 | 0 | |a 658.8/12 |2 21 | |
| 084 | |a QP 620 |0 (DE-625)141911: |2 rvk | ||
| 100 | 1 | |a Gentle, Michael |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a The CRM project management handbook |b building realistic expectations and managing risk |c Michael Gentle |
| 264 | 1 | |a London |b Kogan Page |c 2002 | |
| 300 | |a XII, 227 S. |b Ill. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 500 | |a Includes bibliographical references (p. [221]) and index | ||
| 650 | 4 | |a Customer relations |x Management | |
| 650 | 0 | 7 | |a Kundenmanagement |0 (DE-588)4236865-0 |2 gnd |9 rswk-swf |
| 689 | 0 | 0 | |a Kundenmanagement |0 (DE-588)4236865-0 |D s |
| 689 | 0 | |5 DE-604 | |
| 856 | 4 | 2 | |m HBZ Datenaustausch |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009993910&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-009993910 | ||
Datensatz im Suchindex
| _version_ | 1804129482860134400 |
|---|---|
| adam_text | i. ¦:
¦¦ ¦ i. *
it Contents
Acknowledgements viii
List of abbreviations xi
Introduction 1
Part I Building a realistic foundation for CRM 5
1 Overhyped, overpriced and over here 7
Every which way but easy 7; Into the trough 8; Why CRM
has failed so alarmingly to date 10; Are vendors and
consultants to blame? 14; Due diligence: is it the client s
fault? 18; Impossibly high stakes 20; B to B/ or back to basics
22; Breaking the bank 24; Spend first, think later! 25; BPR
back to the future 26; CASE and CRM a fundamental
analogy 29; Chapter summary 34
2 CRM 101 just the basics please 36
The customer life cycle 37; Processes across the customer life
cycle 37; Process metrics 40; CRM from a company
perspective 40; CRM from a customer perspective 42; CRM
from a systems perspective 44; Chapter summary 46
f
vi Contents . Part II Critical success factors for CRM 47
3 Organizational readiness for CRM 49
Should you even be looking at CKM? 49; Customer
maturity 50; Process maturity 52; Systems maturity 55;
People and motivational maturity 56; Debunking the start¬
up myth 59; The organizational readiness rating 60; Chapter
summary 63
4 A valid business case, with measurable benefits 65
The business case 65; Measuring benefits for ROI67;
Chapter summary 68
5 A credible and active executive sponsor 70
Involvement or commitment 70; Will the real executive
sponsor please stand up? 71; Why the CEO should not be
the executive sponsor 72; A representative steering
committee 73; Chapter summary 73
6 A realistic project scope 75
CRM as a journey, not a destination 75; How to define a
phased approach 76; Chapter summary 78
7 A realistic budget 79
Why most CRM projects are underfunded 79; Annual or life
cycle budget? 80; Capex vs opex 81; What to budget for 82;
Who should own the budget, IT or the business? 90; Have
separate budgets for the pilot and the roll out 91; No mega
licence deals before a successful pilot 92; What final
numbers to expect 93; Chapter summary 93
8 Successfully managing international CRM projects 95
Why international projects are inherently risky 95; Do
international CRM projects make sense? 98; Why do
companies launch international CRM projects? 107; Critical
success factors for international projects 108; Chapter
summary 127
9 A pilot for proof of concept and buy in 129
Why a pilot is an absolute prerequisite 129; Why a pilot is
essential for the sales force 130; How long should a pilot
run? 132; Keep it small enough for failure to be acceptable
132; Keep scope and objectives basic to ensure rapid results
Contents vii
133; Leave integration out of a pilot 135; Be flexible about
whether to do UAT135; How to choose a pilot group, site or
country 136; Limit an international pilot to a single country
138; Chapter summary 139
10 Buy in from sales managers 141
Why sales manager buy in is essential 141; How sales
managers can make or break a project 142; How to achieve
buy in from sales managers 143; Chapter summary 145
Part III Risk factors for CRM 147
11 Risk factors 149
Organizational change and company politics 149; Too many
consultants, too few in house staff 150; IT resistance to
organizational change 152; Using the waterfall approach
156; An RFP based package selection process 160; The
complexities of offline usage with synchronization 161;
Chapter summary 165
Part IV CRM risk analysis 167
12 Risk analysis 169
What is covered in this risk analysis? 169; How to use this
risk analysis 169; How to interpret the results 170
Part V Case studies 179
13 Case studies 181
Case study 1 Pharmaceuticals (successful project) 181;
Case study 2 Telecommunications (failed project) 191;
Case study 3 Telecommunications: international project
(successful project) 204
References 221
Further reading 223
Index %25
|
| any_adam_object | 1 |
| author | Gentle, Michael |
| author_facet | Gentle, Michael |
| author_role | aut |
| author_sort | Gentle, Michael |
| author_variant | m g mg |
| building | Verbundindex |
| bvnumber | BV014757602 |
| callnumber-first | H - Social Science |
| callnumber-label | HF5415 |
| callnumber-raw | HF5415.5 |
| callnumber-search | HF5415.5 |
| callnumber-sort | HF 45415.5 |
| callnumber-subject | HF - Commerce |
| classification_rvk | QP 620 |
| ctrlnum | (OCoLC)50272804 (DE-599)BVBBV014757602 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Book |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>01405nam a2200385zc 4500</leader><controlfield tag="001">BV014757602</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">20040301 </controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">020925s2002 xxka||| |||| 00||| eng d</controlfield><datafield tag="010" ind1=" " ind2=" "><subfield code="a">2002014806</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">0749438983</subfield><subfield code="9">0-7494-3898-3</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)50272804</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV014757602</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">aacr</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="044" ind1=" " ind2=" "><subfield code="a">xxk</subfield><subfield code="c">GB</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-573</subfield></datafield><datafield tag="050" ind1=" " ind2="0"><subfield code="a">HF5415.5</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">658.8/12</subfield><subfield code="2">21</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QP 620</subfield><subfield code="0">(DE-625)141911:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Gentle, Michael</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">The CRM project management handbook</subfield><subfield code="b">building realistic expectations and managing risk</subfield><subfield code="c">Michael Gentle</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">London</subfield><subfield code="b">Kogan Page</subfield><subfield code="c">2002</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">XII, 227 S.</subfield><subfield code="b">Ill.</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">Includes bibliographical references (p. [221]) and index</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Customer relations</subfield><subfield code="x">Management</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Kundenmanagement</subfield><subfield code="0">(DE-588)4236865-0</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="689" ind1="0" ind2="0"><subfield code="a">Kundenmanagement</subfield><subfield code="0">(DE-588)4236865-0</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2=" "><subfield code="5">DE-604</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">HBZ Datenaustausch</subfield><subfield code="q">application/pdf</subfield><subfield code="u">http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009993910&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-009993910</subfield></datafield></record></collection> |
| id | DE-604.BV014757602 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T19:05:51Z |
| institution | BVB |
| isbn | 0749438983 |
| language | English |
| lccn | 2002014806 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-009993910 |
| oclc_num | 50272804 |
| open_access_boolean | |
| owner | DE-573 |
| owner_facet | DE-573 |
| physical | XII, 227 S. Ill. |
| publishDate | 2002 |
| publishDateSearch | 2002 |
| publishDateSort | 2002 |
| publisher | Kogan Page |
| record_format | marc |
| spelling | Gentle, Michael Verfasser aut The CRM project management handbook building realistic expectations and managing risk Michael Gentle London Kogan Page 2002 XII, 227 S. Ill. txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references (p. [221]) and index Customer relations Management Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009993910&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Gentle, Michael The CRM project management handbook building realistic expectations and managing risk Customer relations Management Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4236865-0 |
| title | The CRM project management handbook building realistic expectations and managing risk |
| title_auth | The CRM project management handbook building realistic expectations and managing risk |
| title_exact_search | The CRM project management handbook building realistic expectations and managing risk |
| title_full | The CRM project management handbook building realistic expectations and managing risk Michael Gentle |
| title_fullStr | The CRM project management handbook building realistic expectations and managing risk Michael Gentle |
| title_full_unstemmed | The CRM project management handbook building realistic expectations and managing risk Michael Gentle |
| title_short | The CRM project management handbook |
| title_sort | the crm project management handbook building realistic expectations and managing risk |
| title_sub | building realistic expectations and managing risk |
| topic | Customer relations Management Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Customer relations Management Kundenmanagement |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009993910&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT gentlemichael thecrmprojectmanagementhandbookbuildingrealisticexpectationsandmanagingrisk |