Customer Relationship Management: Getting It Right!

13.2. Following the Technology Engineering Steps

For the technology component, only the first two views require the combined effort of the business and IT teams as shown in Table 13-1.

Table 13-1. The Technology Component

Business View	Technology View
Owner's Wants View	Business Locations
Owner's Needs View	Business Networks

For each project, the business team focuses on just those locations that will be impacted by the new CRM functionality. Because this component is primarily the responsibility of Information Technology, we will look only at the top two business levels.

13.2.1. Owner's Wants View: Business Locations

During strategic planning, we identified a list of locations and high-level process. Many times during strategic planning, we used a ...