C H A P T E R 3
Building a CRM Roadmap
Establishing a well-considered, thoughtful plan for implementing a CRM program can help you strike the best balance between your organization’s priorities and initiatives and the needs and preparedness of different departments. A haphazard, unplanned implementation can result in disjointed business processes, dissatisfied employees, and excessive implementation costs. When it comes to planning your CRM program, “An ounce of prevention is worth a pound of cure.”
In this chapter, we’ll review the process of outlining a one- to three-year plan for your CRM program, which we’ll refer to as your roadmap. All organizations should develop and maintain a CRM roadmap—whether they are just beginning to think about ...
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