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The CRM Project Management Handbook: Building Realistic Expectations and Managing Risk

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Once you have bought into the concept of customer relationship management (CRM), how do you separate the practical and useful from the pie-in-the-sky to plan, scope and implement a project that delivers tangible results? With CRM project failure rates running as high as 80 per cent, anyone unable to answer this question stands every chance of becoming yet another accident statistic.

Author(s): Michael Gentle
Year: 2002

Language: English
Pages: 227