How to Win at CRM: Strategy, Implementation, Management

by Seth Kinnett

Overview

This book provides clarity and guidance on effective strategy, implementation and management of CRM. It explores both the conceptual and cultural context of CRM initiatives along with the particulars of CRM system implementation and management. In order to provide this clarity, it surveyed the existing academic publications surrounding CRM, sales force automation, and related topics within information systems literature. The book supplements this research with insights from CRM experts to provide a robust picture of the CRM landscape and how to improve it no matter what role you play within your organization. This book is for everyone who wants to achieve CRM success.

Product Details

ISBN-13:	9781498714709
Publisher:	Taylor & Francis
Publication date:	07/13/2017
Pages:	238
Product dimensions:	6.10(w) x 9.10(h) x 0.70(d)

Table of Contents

Strategy. Salesperson Psychology. Beauty in Simplicity. The Business Process Inventory. Gaining Stakeholder Support. Implementation. The Build vs. Buy Paradox. Recommended Software Methodology. User Acceptance Testing. Deployment Best Practices. Management. Developing a CRM Governance Model. Building an Effective Support Team. Securing User Adoption. Making CRM Successful.