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

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D.3. Owner's Needs: Business Subjects

In the owner's needs view, the business experts defined the major categories of “stuff” that XYZ needed to store in its filing cabinet. The team followed these steps:

1.
Start with the data classes that were deemed to be relevant for this project.
2.
Identify the major divisions (data subjects) for these data classes.
3.
Write a definition of each data subject.

Let's continue following the path that the project team took during planning and execution of Valencia.

D.3.1. Select Relevant Data Classes

Of course, they started with the previous view results—the list of data classes. During strategic planning XYZ had identified 12 (really 30) of them for their overall CRM program. Next, they identified just ...

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