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

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Questions for Reflection

For the three barriers listed, what is your company's current situation and what actions could you take to address any issues you have identified?

1:Is the culture product or customer centered?
2:Does management have realistic expectations or are they counting on computer magic?
3:Is your company's infrastructure well integrated and cohesive or fragmented and disconnected?

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