Creating and managing a CRM platform for your organisation

Cover
Half Title
Title Page
Copyright Page
Table of Contents
List of figures
Copyright acknowledgements and author credits
Trademark acknowledgement
Chapter 1: Introduction
Chapter 2: Target audience of this book
Chapter 3: Outcomes of this book
PART I: Overview of data and CRM platforms
	Chapter 4: Overview of data and CRM platforms
		Defining data
		Definition of a CRM platform
		The data process – ‘the data lifecycle’
		Other sources of data
		Areas of data management
		Technology
		Data mapping and processes
		People
		Summary
PART II: Implementing a CRM platform
	Chapter 5: Implementing a CRM platform
		CRM implementation process
		Project methodologies
		Case study
		Summary
PART III: CRM data administration issues and tasks
	Chapter 6: CRM data administration issues and tasks
		Data plans
		Data capture (collection) and data quality
		Management and organisation of the data team
		Data in relation to mailings and reports
		Mailings
		Reporting and analysis
		Data migrations
		Security
		Data storage
		Data suppliers
		Data legislation
		Summary
		Conclusion
Bibliography
Appendices
	Appendix 1: Data mailing form
	Appendix 2: Electronic data mailing form
	Appendix 3: Database structure of data mailing form
Index