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

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Chapter 9. Launching a Project

We've completed the necessary preparations for our CRM program and created our strategy. It's time to start building the supporting infrastructure that will allow us to deliver CRM success. In the second phase of the CRM lifecycle, we will work on projects that will create the components that are necessary for CRM success. As a result of the strategic planning process, we have identified the business goals and opportunities and the customer and competitive priorities that helped us prioritize where we should begin. Figure 9-1 shows that launching the project is the transition step between strategy development and actually building the infrastructure.

Figure 9-1. Launch Project

Like all the transition steps that ...

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