CRM Implementation forms an integral part of the CRM process and the success of CRM initiatives rests largely on the implementation. Therefore, firms desirous of getting the benefits of CRM must place enough emphasis on the implementation strategy and ensure success through proper implementation. In fact, many CRM failures have been attributed to faulty implementation rather than on other factors like technological issues. This book is intended to enable CRM strategists prepare for an effective CRM implementation by guarding against the potential pitfalls that plague the CRM implementation process. The secrets of successful implementation have been shared openly by CRM experts and practitioners. A number of case studies have been included to ensure that readers get an in-depth account of implementations in various industries. In fact, some articles and cases also cover the failures of CRM implementation, so that the readers are aware of the potential pitfalls that impact the success of CRM initiatives.The book is divided into two sections. The first section is called ‘Implementation Strategies’ and deals with various issues that are relevant to the CRM implementation strategies. These cover the various conceptual aspects that govern CRM implementations and enough focus has been laid on the aspect of the technology concerned with the implementation process. The second section is called ‘Applications and Cases’ and presents a number of illustrative examples pertaining to various industries to give the readers a real understanding of the applicability aspects in CRM implementations.Reputed CRM experts like Adrian Payne and Bob Thompson have contributed to this book to make it rich and resourceful.
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