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

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Questions for Reflection

Consider some recent IT projects with which you're familiar.

1:What kind of methodology does the IT department use to manage projects?
2:Is it standard and consistent, or does each project use something different?
3:Is the process used to enhance understanding or to simply to document disconnects and excuse project slips?
4:Is there clear definition of roles and clear transition of responsibility, or is everyone (and therefore no one) responsible for everything?

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