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

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B.3. Setting the Project Scope

The project charter, which reflects a summary of all the decisions made during the project launch, is a key document and contains the fundamental agreements that govern the entire project effort. Table B-7 shows a sample project charter.

Table B-7. Project Charter
Project Title:
Direction (issue/opportunity, critical success factors)  
Focus (business functions, target customers, customer offer)
  • Functions:

  • Target audience:

  • Offer:

Scope (what's in and what's out)
Component Scope Is Scope Is Not
Information Categories   
Sources   
Process   
Technology   
People   
Expected Deliverables
1.
2.
3.
4.
High Level Schedule
Milestone Due Actual Owner Approved
1. Launch/Plan completed     
2. Analysis completed     
3. Design completed ...

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