1: What Is CRM, Really? 2: Making the "e" in eCRM Vanish: The Newest Thing 3: Sales Management Versus CRM 4: CRM Strategy: So Many Choices, So Little Time 5: Why Does Your Company Need CRM? 6: Sales Force Automation: Good Products Aren't Enough 7: Enterprise Marketing Automation: New Kids on the Old Block 8: Analytics and Personalization 9: Partner Relationship Management: The Other Significant Other 10: C(RM)SPAN: There Is More to Life than Just Plain CRM 11: Call Centers and Field Service: Nearly Head-to-Head 12: CRM + ERP = Enterprise Applications and Then Some 13: SMB CRM: When Small and Medium Is Better than Big 14: Top CRM Vendors: The Sandbox Playmates 15: CRM Service Offerings: There Really Is Value to You and Yours 16: The CRM Service Providers: They Play in the Sandbox, Too 17: Implementing CRM: Easy as 1, 2, 3, 4, 5, 6, and so on 18: The Future's Not Hard to See, but Hard to Call Appendix: Customer Lifetime Value
