Customer Relationship Management: Getting It Right!

13.3. Making Technology Decisions

We have often discussed the dangers of creating a CRM infrastructure component without heavy involvement of the business functions that are already working closely with customers and delivering customer experiences. But few people outside the IT profession have any confidence in their ability to make technology decisions. The truth is that some elements of the IT solution require little, if any, perspective of the business, and others require a great deal. With a good understanding of the business organization and where work gets done, the IT team has a lot of the information they need to design the overall network architecture and select the appropriate hardware components that will best satisfy the business ...