Initiating and Executing a CRM Phase
Planning the phases of your CRM initiative, which we covered in Chapter 3, requires you to define a vision for the solution, develop your organization’s long-term goals in support of the vision, and prepare a roadmap that will achieve the benefits identified. Knowing the overall roadmap for implementing the full initiative is vital to long-term success. In addition, executing on each phase or project of the roadmap is important when building and maintaining the momentum and benefits provided throughout the initiative.
KeywordsBusiness Process Customer Service Functional Area User Acceptance Iterative Design
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