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

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15.3. Finishing the Development Project

We know that a CRM project is not really complete until the offer has been made to the customer and the results have been analyzed and reported. However, the end of the infrastructure development phase marks a major milestone in that the remainder of the CRM life cycle does not require as much interaction between business functions and the IT department. Because this is a cycle that will be repeated over and over until you have done as much CRM as you need, it's important to examine the partnership and how well it worked, as well as how the overall project went. This is how we can learn from the experience and results before launching the next cycle.

15.3.1. Project Retrospective

The project retrospective ...

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