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

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10.5. Putting It All Together

We are getting ready to start the second of the two internal phases of the CRM life cycle. In preparation, we have reviewed some fundamentals of development project management that will improve our ability to govern the project progress and assist the teamwork and communication between the business and IT functions.

10.5.1. Project Development Framework

The first two phases of the project life cycle focus on what we must do inside the organization to prepare for building better customer relationships. Strategic planning develops a focus for the company's overall CRM program so that infrastructure development can be done in small steps that have a high likelihood of success. The project management methodology is a ...

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