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

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5.6. Getting Ready for the Next Project

As we've discussed, the benefit that all companies get from using this method is that it can be repeated. Your project team will do these same steps over and over until your company's specific CRM needs and objectives are met. The world will not suddenly recognize that you have “done CRM.” Instead, you will repeat these steps as long as the value of adding a new CRM capability outweighs the cost of the additional effort. At every step along the way, you will show benefit and value, and you will be aware of where you are going next.

As you begin the cycle again, that's the time to decide whether you have done enough. You don't have to implement every possible CRM capability. You should work only on the pieces ...

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