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CRM Fundamentals

Authors: Kostojohn, Scott, Paulen, Brian, Johnson, Mathew

    • Covers the complete CRM life cycle – from setting goals and determining a CRM roadmap, to software selection, to team organization, to initial implementation, to ongoing growth of the CRM program
    • Includes real-world advice from an experienced CRM consultant on best practices and potential issues
    • Provides the level of detail needed to actually execute a CRM program

Buy this book

eBook $34.99
price for USA (gross)
  • ISBN 978-1-4302-3591-0
  • Digitally watermarked, DRM-free
  • Included format: PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Softcover $44.99
price for USA
  • ISBN 978-1-4302-3590-3
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
About this book

CRM Fundamentals is a critical and comprehensive resource for executives and project leaders tasked with managing customer relationship management (CRM) initiatives. It provides an introduction to CRM and how it delivers value to organizations, and describes the process to build and execute a CRM roadmap successfully—including identifying goals, lining up the right people, planning projects, choosing software packages and consultants, managing the initial CRM implementation, and maintaining and evolving the program over time.  

Written by  senior CRM consultants, CRM Fundamentals includes plenty of detailed, useful advice to help you get the most value from your CRM investments and to avoid common pitfalls associated with CRM.

About the authors

Scott Kostojohn acts as sales director and CRM architect for Madrona Solutions Group, a leading Seattle-based customer relations management consulting firm. Scott leverages his significant experience with various CRM platforms to support Madrona s clients during complex implementations. Prior to joining Madrona, Scott worked for Microsoft in a variety of roles, including product strategy with the Microsoft Dynamics CRM product development team. Previously, he was a CRM consultant at Equarius (now EMC), helping clients around the country implement CRM software solutions. Scott holds a bachelor of science degree in mechanical engineering from Cornell University.

Table of contents (7 chapters)

  • Introduction

    Kostojohn, Scott (et al.)

    Pages 1-10

  • Components of CRM Success

    Kostojohn, Scott (et al.)

    Pages 11-47

  • Building a CRM Roadmap

    Kostojohn, Scott (et al.)

    Pages 49-64

  • Evaluating Software and Consultants

    Kostojohn, Scott (et al.)

    Pages 65-92

  • Planning the Initial CRM Implementation

    Kostojohn, Scott (et al.)

    Pages 93-129

Buy this book

eBook $34.99
price for USA (gross)
  • ISBN 978-1-4302-3591-0
  • Digitally watermarked, DRM-free
  • Included format: PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Softcover $44.99
price for USA
  • ISBN 978-1-4302-3590-3
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.

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Bibliographic Information

Bibliographic Information
Book Title
CRM Fundamentals
Authors
Copyright
2011
Publisher
Apress
Copyright Holder
Scott Kostojohn and Brian Paulen and Mathew Johnson
eBook ISBN
978-1-4302-3591-0
DOI
10.1007/978-1-4302-3591-0
Softcover ISBN
978-1-4302-3590-3
Edition Number
1
Number of Pages
XIV, 248
Topics