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Developing and Implementing a CRM Strategy

The Integration of People, Processes and Technology

By (author) David Harvey, David Reed
Format: Paperback
Publisher: Business Intelligence, London, United Kingdom
Published: 20th Mar 2000
Dimensions: h 300mm
ISBN-10: 1898085579
ISBN-13: 9781898085577
Barcode No: 9781898085577

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Kirkus UK
The Implementation of People, Processes & Technology In-depth case studies of organisations that have implemented CRM, together with a CRM Strategy Planner to move you step by step through the stages of development and implementation. Ten key CRM challenges are addressed, including adopting a multidisciplinary approach, managing cultural issues, establishing end-to-end processes and enterprise-wide integration of applications. The guide discusses critical success factors and how to avoid 'quick-fix' solutions, and considers future trends in CRM. Company examples include Shell, McGraw-Hill, Royal Bank of Canada and the Automobile Association. (Kirkus UK)