The CRM project management handbook: building realistic expectations and managing risk

Once you have bought into the concepts of customer relationship management (and it is hard not to), how do you separate the practically useful from the pie-in-the-sky and then actually implement a project?

This handbook addresses implementation, advocating an approach that is based in the real world and stressing the measurable goals and tactical uses of CRM.

The areas covered include: building a realistic foundation for CRM; critical success factors; risk factors; full risk analysis; and case studies.