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About the Author
Paying Off on the Promise of CRM
Achieving the Promise of SFDC
Do You Need an SFA System or a CRM System?
When Salesforce.com Is the Best Choice—and When It Isn’t
How to Use This Book
What Every CxO Needs to Know about Salesforce.com
Why Are You Looking at an SFA or a CRM System?
Keeping the Big Picture in Focus
Setting Metrics of SFDC Success
Your Role in Driving Project Approval
The Business Case
Requirements and Priorities
Terminology and Semantics
Your Role Once the Project Is Under Way
Business Process Changes
The Touchy Side of Business Processes
Sponsorship and Escalation Path
Management Council ...