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

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Questions for Reflection

These questions will help you determine your company's readiness for building new CRM organization and governance structures.

1:Is there an obvious choice for executive sponsor? What position does this person hold in what part of the organization? Can this individual exert influence across all the CRM functions?
2:Are there at least a couple of key executives who get the problem and would be willing to be part of the steering committee?
3:What about the program manager? The individual must have a real passion for CRM because he or she is likely to be eating, drinking, and sleeping it for quite a while. How about you?
4:Who can you get for the program core team? These must be individuals who are good enough at their real ...

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