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Customer Relationship Management: Getting It Right! by Judith W. Kincaid

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Appendix B. Tools and Templates

Using tools and templates is one of the best methods for achieving quick results and improving communication. If anything similar already exists within your company, you would be wise to use that. You'll have the advantage that the tools are already familiar within the company.

If your company doesn't currently use standards processes and forms, I hope you'll be able to take advantage of these and not have to waste time starting from scratch.

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