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

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8.2. Using Strategic Planning Tools

The basic strategic planning process (collecting data, assessing findings, creating a proposal) can be applied to any strategic initiative. Some of the tools we'll be using also are applicable to any strategic planning effort. Others of these tools are specific to a CRM program. And some of the tools are important only for strategic initiatives that include information and technology components. These tools are based on the information systems planning principles outlined by James Martin (and others) more than a decade ago.

The basic strategic planning process that we will follow and the ten tools we'll be using as we follow it are shown in Figure 8-4.

Figure 8-4. Strategic planning process and tools

Now that ...

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