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

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10.1. Following the Steps to Building Infrastructure

Building anything, from a house to a CRM solution, often involves multiple activities and multiple people. The strategic and project plans keep everyone focused on the end goal. A methodology that governs how the work gets done helps keep everything aligned and on track. I've been asked about how to justify all this effort because it may seem pretty big and very costly. The truth is, after your company has decided to adopt a CRM approach to managing customer relationships, following this kind of process is the quickest, most efficient and least costly way to achieve successful results.

There is a familiar project management method that is used heavily in the Information Technology world, but ...

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