A handbook on CRM project management. It addresses implementation, advocating an approach based in the real world and stressing the measurable goals and tactica

Packed with international case studies and examples, the book begins with a detailed analysis of the state of CRM and e-business in the financial services globa

CRM is an integrated information system that is used to plan, schedule and control the pre-sales and post-sales activities in an organization. This text is a ma

Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of C

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-t