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

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Questions for Reflection

Pick one burning issue that you know your customers have with your company. Come up with a project approach that leads to a solution, one that can be accomplished in about six months, by answering these questions:

1:How many functions participate in creating the current situation? How many people are normally involved from each of the functions?
2:What processes impact this customer situation? If there is more than one process involved, what are the connections and disconnects between them?
3:What information would you need to access in order to make the customer situation better? Is it currently available somewhere? In how many places?
4:What technology systems are currently involved in creating the situation?
5:If all the ...

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