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

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Questions for Reflection

When thinking about the following questions, keep in mind that the fundamental success of your CRM program will be based on whether you can get the organization to adopt the new program.

1:How far down the organization do you have to go before work actually gets done? This is the level from which the project team and other business experts will be found.
2:Is the organization fairly hierarchical or highly matrixed? Dual reporting relationships found in matrixed organizations add risk to project focus and success, especially if the project relationship is the less formal of the two. People will always set priorities based on the organization that manages and pays them. What can you do to reduce the risk?
3:How do you think ...

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