CRM in Real Time is the best-selling practical, easy-to-read CRM guide for every business decision-maker and technical implementer. This book contains a proven, step-by-step implementation process - from a world-renowned consultant—Barton Goldenberg, who has helped more than 300 global leaders succeed with CRM initiatives. Information on implementing people, processes and technology in CRM - seamlessly integrating marketing, sales, customer services, field support and more are included in this book. You may join organizations such as the Department of Defense, FrontRange and Oracle, and order multiple copies for the entire marketing, customer service and sales team at a discounted price. Concerning the Top 15 SMB CRM Reviews on CD: Launched in 1990, the ISM Software Testing Staff evaluate and rank CRM software packages in the Small & Medium Business (SMB) categories. Tested at the ISM Software Lab in its Bethesda, Md. headquarters, each package for the 2009 Top 15 SMB awards was rated according to 217 selection criteria including 102 business functions, 51 technical features, 36 implementation capabilities, 17 user-support features and 11 real time criteria. Additionally, ISM’s Software Testing Staff reports CRM industry trends for the upcoming year based on results from the testing process.