In CRM Automation, one of the world's leading CRM implementers gives business and technical decision-makers the hands-on guidance they've been searching for. Drawing on his experience with over 300 enterprise-class deployments, CRM Magazine columnist Barton Goldenberg offers a start-to-finish implementation blueprint that encompasses every area of the business that touches the customer: marketing, sales, customer service, field support, and beyond. Goldenberg starts with a clear, useful overview of CRM's goals, and the key "people, process, and support" elements associated with successful deployments. You'll walk through customizing a CRM strategy for your enterprise and evaluating today's latest CRM technologies; reviewing your existing customer-related business processes; identifying goals; and more. Goldenberg next offers a detailed 10-step blueprint for effective CRM, covering software selection, specifications, vendor choice, project management, implementation challenges, training, support, system administration, and more. He demonstrates how CRM can be used to promote e-Business, e-Services, and e-Marketing; how to cleanse customer data and integrate CRM with knowledge management systems; how to leverage ASPs to solve CRM problems; and much more. The book also includes detailed chapters on security, international deployments, and on CRM's future directions -- as well as a detailed analysis of 15 leading CRM packages.
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Barton Goldenberg shares his unparalleled practical expertise on everything from security to internationalization, helping you avoid disastrous missteps—and transform the potential of CRM into long-lasting competitive advantage.
—Stan Davis, Author of Blur and Lessons from the Future"CRM Automation is a blueprint for a successful CRM implementation."
—Ken Blanchard, Coauthor, The One Minute Manager"Barton Goldenberg's bottom-line approach to CRM makes this book a necessity to any company concerned with ROI."
VP general manager of food service and vendor sales,
a division of PepsiCo
—Bob McLaughlin, former vice-president, McGraw-Hill"Goldenberg's 18 years of experience and 300 deployments are wrapped up between the two covers of CRM Automation."
—Wolfgang Martin, independent analyst and research fellow,
—Carol Burch, senior vice president of global business development for CRM,
—Patrick Bultema, CEO and president,
FrontRange Solutions, Inc.
BARTON GOLDENBERG is President and Founder of ISM, Inc., one of the world's leading CRM consultancies. He is the co-founder and co-chair of the U.S. DCI, Canadian, British, German, and French conferences on CRM. Goldenberg teaches at Wharton and other well known schools, conducts executive seminars throughout the U.S., Europe, and Asia, and consults for many large clients, including ExxonMobil, Lucent Technologies, and Xerox. He is a regular columnist for CRM Magazine, e-Week, Cisco iQ, and Sales & Marketing Management.
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Book Description Prentice Hall, 2002. Taschenbuch. Book Condition: Neu. Gebraucht - Wie neu Unbenutzt. Schnelle Lieferung, Kartonverpackung. Abzugsfähige Rechnung. Bei Mehrfachbestellung werden die Versandkosten anteilig erstattet. - In 'CRM Automation,' one of the world's leading CRM experts delivers hands-on guidance for every phase of your CRM initiative: goal-setting, process review, vendor selection, implementation, rollout, support, and administration. Drawing on 18 years of experience with more than 300 enterprise deployments, Barton Goldenberg offers a start-to-finish implementation blueprint covering every customer-focused business function: marketing, sales, customer service, field support, and beyond. 294 pp. Deutsch. Bookseller Inventory # INF1000036130
Book Description Prentice Hall, 2002. Paperback. Book Condition: New. book. Bookseller Inventory # 013008851X
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