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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. Subjects covered include: Whether you should even be launching a project; Building a realistic foundation for CRM; Establishing a realistic budget; Ensuring commitment from both management and users; Coping with organizational change and company politics; Managing international CRM projects while recognizing local realities.

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