Table of content

	Table of Contents
	Index

Just Enough CRM
By Francoise Tourniaire
Publisher	: Prentice Hall PTR
Pub Date	: February 24, 2003
ISBN	: 0-13-101017-4
Pages	: 400

		Copyright
		Selected Titles from the Yourdon Press Series
		About the Series
		About the Series Editor
		Preface
			What's the Book About?
			How Do I Use the Book?
		Acknowledgments
		Chapter 1.  What is CRM and Why is it Important?
			Express Version
			What is CRM?
			Elements of CRM
			The Benefits of CRM
			Can CRM Technology Conquer All CRM Challenges?
			CRM NirvanaWhat Is It and Is It a Worthwhile Goal?
			Why Does CRM Fail So Often?
			Is CRM Just for the Big Guys?
			Can CRM Work If It's Not Integrated?
			Does CRM Deliver Applications or a Tool Kit?
			What's the Place of IT in CRM Initiatives?
		Chapter 2.  Auditing your CRM System
			Express Version
			The Big Question: Do You Need A New CRM System?
			The 5-Minute CRM Test
			Detailed CRM Inventory
			Bad Reasons to Get a New Tool
			Good Reasons to Get a New Tool
		Chapter 3.  Overview of CRM Selection and Implementation
			Express Version
			A High-Level View of the Entire Process
			Success Factors
			The Three Phases of CRM Projects
			How Long Will it Take?
			How Much Will It Cost?
		Chapter 4.  The CRM Project Team
			Express Version
			What's a Good CRM Project Team?
			The Executive Sponsor
			The Project Manager
			The Business Owners
			The Super-Users
			The IT Owner
			The Technical Staffers
			How Many Resources Does It Really Take?
		Chapter 5.  Requirements Definition
			Express Version
			Why Define Requirements?
			Creating a Requirements List
			Structure of the Requirements List
			The Vendor
			Technical Architecture
			Functionality
			Implementation and Maintenance
			Budget
			Template Requirements Checklist
		Chapter 6.  Shopping for CRM Systems
			Express Version
			Shopping with a Purpose
			Creating the Long List
			Evaluating Candidates
			Creating the Short List
			Sample RFP
		Chapter 7.  Buying CRM Systems
			Express Version
			The Home Stretch
			Checking References
			Negotiating the Contract
			Getting the Best Price
			Preparing an ROI Justification
		Chapter 8.  Selecting an Integrator
			Express Version
			What's An Integrator And Do I Need One?
			When Do I Start Looking for an Integrator?
			Tool Vendor or Third Party?
			Finding Integrators
			Evaluating Integrators
			Negotiating With Integrators
		Chapter 9.  Implementing CRM Systems
			Express Version
			Implementation Overview
			The Kickoff Workshop
			A Few Technical Notes on the Implementation
			Testing
			Training
			The Rollout
			Successfully Managing an Implementation
			Care and Feeding of the Integrator
			Involving the Users
			Internal Promotion
			Customer Promotion
			Handling Implementation Problems
			Post-mortem Review
		Chapter 10.  Measuring Success
			Express Version
			Why Metrics Matter
			Types of Metrics
			Garbage In
			Don't Be Average
			Slicing and Dicing, Babushka-Style
			More is Not Better
			The Dashboard Concept
			Streamline Delivery
			Suggested Metrics
			Where do I Go From Here?
		Chapter 11.  Rescuing a Failing CRM Project
			Express Version
			Project Failures
			Step 1: Assess
			Step 2: Restructure
			Step 3: Restart
		Chapter 12.  CRM Resources
			Web Sites
			Magazines and Trade Publications
			Books
			Analysts
			Conferences
		Glossary
		Index