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CRM IN REAL TIME

Author: Barton J. Goldenberg

Rs. 1175

Additional information

ISBN 9788184050431
Year of Publication 2009
Binding HardBound
Pages
Edition
Language English
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CRM in Real Time allows your organization to function like a 24-hour nerve center, instantly alerting individuals to changes in customer demand, competitive analysis, inventory, availability of supplies. and profitability. Today's always-on and always-connected digital customer or client is more than ever before relying on a mobile/wireless world with the Internet as its backbone. With technology at the forefront, it is important to remember the roles of people, process, and technology in a successful CRM initiative.
This book offers the following features and topics:
A definition of CRM and CRM in Real Time with the Real-Time Enterprise (RTE)
A description of the people, process, and technology issues that impact CRM
How-to information for creating your CRM Strategy, putting together your CRM value proposition and business case, writing your CRM system specification document, selecting your CRM software vendor, and addressing CRM security risks
A focus on significant topics such as data integrity, the role of e-business, e-marketing eservice, knowledge management, international CRM issues, and the increasing use of CRM in government agencies
A discussion of the increasing movement of CRM toward Real-Time Enterprise, including a 10-step process for its creation
A selected listing of top CRM software solutions-----all ISM, Inc. award winners

Preface
Introduction
Part 1 : An Introduction to CRM
Chapter 1 : A CRM Primer
Chapter 2 : CRM: The Right Mix of People, Process, and Technology
Part 2 : People Issues
Chapter 3 : Understanding the People Component
Chapter 4 : Executive Support : The Single-Most Important CRM Success Factor
Chapter 5 : Securing Executive Alignment for Your CRM Initiative
Chapter 6 : Executives Take Charge
Chapter 7 Tips for Improving User Adoption
Chapter 8 : CRM Project Communications
Chapter 9 : CRM Strategy Foundation
Chapter 10 : Putting the :Customer" Back into CRM
Chapter 11 : The Necessity of Training
Chapter 12 : Ensuring Consistent Customer Service
Part 3 : Process Issues
Chapter 13 : Realizing Effective Process Change
Chapter 14: Understanding Business Process Review
Chapter 15 : Why Business Processes Must Precede Technology
Chapter 16 : The Importance of Data Integrity
Chapter 17 : CRM and the E-volution of Ebusiness
Part 4 : Business Application and Technology Issues
Chapter 18 : CRM Business Application Trends
Chapter 19 : The Technology Component
Chapter 20 : Key CRM Technology Trends
Chapter 21 : A Wireless World
Chapter 22 : CRM Software Selection Tips
Part 5 : Critical Issues
Chapter 23 : Using People, Process, and Technology to Differentiate
Chapter 24 : Ten Steps to Effective CRM Implementation
Chapter 25 : Creating a CRM Business Case
Chapter 26 : Getting Your CRM Business Prioritization
Chapter 27 : Outsourcing CRM
Chapter 28 : Addressing CRM Security Risks
Chapter 29 : Eight Key Implementation Issues
Chapter 30 : CRM on a Global Basis
Chapter 31 : CRM in Government
Part 6 The Future
Chapter 32 The Evolving Real-Time Enterprise
Chapter 33 Ten Steps for Creating a Real-Time Enterprise
Chapter 34 : The Future of CRM: Real Time
Chapter 35 : Web 2.0 and the Digital Client
Appendix A: CRM Sales Process Example
Appendix B: Level 1 Process Flow Example
Appendix C : CRM System RFP Example
Appendix D : Top CRM Software Solutions
Appendix E : Source to Assist in CRM Software Selection
Appendix F : Application Service Providers
Appendix G : Glossary to Terms
About the Author
Index

Barton Goldenberg, president of ISM, Inc. (www.ismguide.com). founded the Bethseda, Maryland-based company in 1985. Today, ISM is one of the leading customer relationship management (CRM) and real-time enterprise (RTE) strategic advisories, offering consulting and research services to Global 2000 companies, nonprofit organizations, and government agencies.
Barton's vision to integrate sales, marketing, customer service, e-business, and business intelligence has been central to today's CRM industry success. With his bottom-line, results-oriented-style, he has become popular with chief executives as well as a sought-after speaker and writer internationally. He was co-chairman and co-founder of the CRM and RTE conferences and expositions sponsored by DCI, Inc. and currently chairs the annual destination CRM conference produced by Information Today, Inc. He also conducts CRM and RTE management briefings in the U.S., Europe, and Asia. He has helped companies worldwide successfully implement CRM and has recently turned his sights on finding ways to assist the digital client.
Barton is also the author of CRM Automation (Prentice Hall), which provides a step-by-step process for successfully implementing a CRM program, and the benchmark Guide to CRM Automation (new in its 15th edition), which features ISM, Inc.'s selection of the Top 15 Software solution package. A columnist and member of the Editorial Board for CRM Magazine, Barton also contributes to eWeek and Sales and Marketing Management magazine. He is a frequent quotable media resource in Business Week, CIO, Information Week, and Selling Power.
In 1999, Barton was recognized by CRM Magazine as one of the Ten Most Influential People in Customer Relationship Management for his leadership in galvanizing the CRM industry. In 2002 CRM Magazine named him one of the 20 Most Influential CRM Executives of the Year, and in 2003, he was among the premiere inductees in CRM Magazine's CRM Hal of Fame.
Before founding ISM Barton held senior management positions at the U.S. Department of State and Monsanto Europe S.A. He also hold a BSc (Economics) with honors from the Wharton School of Business and an MSc (Economics) from the London School of Economics.

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