Crm Automation

A comprehensive and broad work discussing the issues which hinder success with CRM automation. Everything from proper Change Management, to Software Trends and Selection Techniques, to the tough issue of Data Integration are covered. Pragmatic approaches on how to improve your chance of success. Rich with case studies of positive programs and mistakes made. A must first-read for anyone contemplating a CRM investment and a good reference for those already down the road.

Do you have long & difficult to read management texts on your bookshelf - well this book won't be one for gathering dust. This is clearly written from the outset. The author provides a robust definition of CRM, clearly outlines the components of CRM - so you know what CRM is. I love the definition "..... People Process and Technology". As an IT Manager with CRM experience this is the mix for any project but it is particularly important in CRM implementations. Mr Goldenberg covers every aspect of good practice and real life examples. He guides us through the project lifecycle touching every aspect including strategy, requirements analysis, the evaluation of vendors/software and the CRM marketplace. The 10 steps for successful CRM implementations goes further by setting out the golden rules for success - ignore them at your peril. This is not a theory book which was a great relief to me. There is no waffle in this book, it goes to the heart of CRM quickly but you are never left behind. The variety was excellent with many angles covering business, technical, tactical and strategic issues. Although written by the President and founder of a leading CRM Consultancy based in the US this book is not US biased - it works on an international basis and the author clearly has a grasp of the international context.Anyone embarking on a CRM programme should read this book first. And whilst you are in the thick of the assignment - keep the book to hand.

CRM is a competitive necessity, yet implementing CRM often befuddles even the smartest executives. CRM Automation spells out a clear strategy for successfully implementing CRM; a strategy that will help companies achieve the most common goals for CRM: increased profits, decreased costs, and improved customer loyalty.

Mr. Goldenberg's experience in the CRM industry shines through in this book. A great read for both vendors and prospective buyers of a CRM system.

I found this book to be an excellent guide to anyone planning or involved in a CRM implementation.