O'Reilly logo

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

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

10.2. Gathering Business Requirements

Gathering business requirements is primarily the responsibility of the business function experts. As we know, the highest-level CRM business requirements for each infrastructure component were generated during the strategic planning phase. These inventories of strategic business requirements are focused on the total CRM program and form the starting point for all of the subsequent project-specific and more detailed views.

For every project and every component, we begin from the point of view of the business people who will own and use the new tools and processes. These are the individuals who will make up the business members the project team and provide much of the business perspective. They are responsible ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required