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

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Chapter 10. Building Infrastructure Components

We've defined the strategic direction for our company's CRM program and identified our company-wide goals and objectives. We chose the project that best matched the characteristics for achieving successful results. We've identified the project team and managed to get everyone (sponsors, business leaders, and Information Technology) to participate in a project kick-off meeting where we focused on identifying the high-level business requirements for the project we've chosen.

We are ready to build each of the components, but we have to be careful. All the components must be developed and completed in parallel for the overall project to yield successful results. We will follow the same basic methodology ...

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