Preface.................................................................................................................................
About the Author...................................................................................................................
Contributor Biographies..........................................................................................................
How to use this book.............................................................................................................
Introduction
Why CRM Now?....................................................................................................................
How to choose......................................................................................................................
Snowflake model...................................................................................................................
Business Process model.......................................................................................................
What to look for.....................................................................................................................
Sales Force automation.........................................................................................................
Service and support...............................................................................................................
Usability...............................................................................................................................
Solution Realization - implementation, costs............................................................................
Evaluating the
developer.........................................................................................................
Integration with other
applications...........................................................................................
Technology...........................................................................................................................
Internal support.....................................................................................................................
International..........................................................................................................................
Ratings Table
Usability and productivity........................................................................................................
Marketing.............................................................................................................................
Sales Force Automation.........................................................................................................
ERP integration.....................................................................................................................
Service/support.....................................................................................................................
Reporting/analytics................................................................................................................
Technology...........................................................................................................................
ASP only..............................................................................................................................
CRM Product Notes and Technical Information Table
Product
Notes.......................................................................................................................
Vendor Information and Technical
Notes..................................................................................
Best at
Ratings.....................................................................................................................
CRM Case Studies
Seibel...................................................................................................................................
SalesLogix............................................................................................................................
ACT.....................................................................................................................................
ACCPAC eCRM....................................................................................................................
GoldMine..............................................................................................................................
Lessons Learned
Overall........................................................................................................
Appendix:
Microsoft Business Solutions Literature
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