CRM at the Speed of Light (3rd edition)
By Paul Greenberg
SearchCRM.com
From one of the industry's most popular books comes one of CRM's most critically important chapters -- "CRM Strategy: First in Plan, First in Implementation, First in the Heart of the Customer" is an in-depth look at the fundamental elements of a CRM strategy. Learn about building a stakeholders team, grappling with politics, developing a CRM value proposition and business case, considering change management issues and establishing metrics to determine ROI, among many other topics. Author
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Paul Greenberg presents 31 pages of candid insight on the ups and downs of getting started with CRM. Excerpted from Greenberg's forthcoming book CRM at the Speed of Light: Essential Customer Strategies for the 21st Century (3rd edition), this chapter is a must-read for anyone who wants a concise and witty snapshot of the often enigmatic world of CRM.
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