Bookshelf:CRM and call center

CRM and call center

General CRM books

SearchCRM.com's bookshelf collects book excerpts from CRM, CRM project planning, CRM software and CRM management books. You'll find chapters from books on managing CRM, implementing CRM and using specific vendor software, including mySAP CRM and Microsoft Dynamics CRM. Browse all chapters to find useful advice for implementing and managing all your CRM software and CRM projects.

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  • Running Microsoft Dynamics CRM workflow and other functions

    Chapter Download -  Running Microsoft Dynamics CRM workflow can be a tricky process. This chapter from Microsoft Dynamics CRM 4.0 Unleashed explains how to run workflow in Dynamics CRM and gives step-by-step instructions for sharing CRM records with users, assigning...

  • The CRM Handbook: Ch. 7, Planning Your CRM Program

    Chapter Download -  In this chapter, expert Jill Dyche offers essential tips to planning and executing a successful CRM initiative.

  • CRM at the Speed of Light, Chapter 17

    Chapter Download Library -  Read this chapter, "CRM Strategy: First in Plan, First in Implementation, First in the Heart of the Customer," from CRM at the Speed of Light is an in-depth look at the fundamental elements of a CRM strategy. Learn about building a stakeholders team,...

  • The emergence of Web 2.0 and mashups

    Chapter Download -  Get an overview of Web 2.0 and mashups and learn about Enterprise 2.0 and RSS and Atom formats in this chapter excerpt. Discover the definition of mashup.

  • Creating a Salesforce.com CRM business case

    Chapter Download -  This chapter excerpt outlines steps for building a Salesforce.com CRM business case. Estimating costs is a big part of this process. Learn about the three main cost areas: procurement, implementation, and ongoing user expenses and get tips for managing...

  • Shopping for CRM systems

    Chapter Download Library -  This chapter offers a look into how to properly select the CRM software that is right for your company. You'll find explanations of all types of CRM software options, including vertical software, CRM suites and mid-range versus high-end systems. This...

  • Using mashups and SOA, EAI

    Chapter Download -  Learn about mashups and SOA, mashups and enterprise application integration and how mashups can be used in the corporate portal. Also, discover the impact mashups can have on the long tail.

  • Using middleware for SAP CRM: Optimizing inbound queues

    Chapter Download -  This chapter focuses on the different causes of problems for inbound queue processing in SAP CRM middleware. Each section covers a specific problem in depth and outlines possible solutions.

  • Developing a CRM implementation schedule

    Chapter Download -  Get tips for developing a CRM implementation schedule and setting executive expectations for your CRM or SFA project in this chapter excerpt. Also, learn some rules to follow if you're thinking about outsourcing some aspects of your CRM project...

  • Avoiding CRM failure: Where to start

    Chapter Download Library -  This guide identifies and discusses a business's planning process, how to develop a CRM strategy for a business, and what needs to be done to ensure success of a customer relationship implementation. This chapter details why a company should take the...