Implementing CRM : from technology to knowledge

Customer Relationship Management (CRM) includes the methodologies, technology and capabilities that help an enterprise manage customer relationships.

The general purpose of CRM is to enable organizations to better manage their customers through the introduction of reliable systems, processes and procedures. "Implementing CRM" will link CRM systems implementation with organizational change for the first time.

It focuses on the implementation of CRM and uncovers the micro political, behavioral, psychological and knowledge issues that are all too often neglected in CRM implementations.