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Customer Review

on 17 September 2007
The book is well written and friendly. It is about deploying a CRM system. It discusses the phases that a deployment would go through, and the issues that will arise.

It has a terrific on-the-ball list of key points. This suggests things to avoid, such as deploying a complete system all at once, or using any kind of offline CRM service, as well as things to remember, such as taking measurements of the company's performance before deployment so as to compare and prove performance afterwards.

It certainly sounded like the author had been where I was headed, and guided my deployment project to work out better.

I would have appreciated reviews of specific systems. Note that the book is only about deploying a CRM system in an organisation; not much about using, maintaining or designing it. It is targeted at readers within the main organisation, who are tasked with managing the CRM deployment project, but are not doing the technical implementation themselves.
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