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

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Questions for Reflection

Think about the relationship between your own business and IT teams and what it would take to fix the situation if the answers to these questions are “yes.”

1:Does the company think that Information Technology has a critical strategic role to play or is it a necessary evil, just there to keep the computers running?
2:Do business team managers completely ignore what IT people have to do to be successful? Do they think it's just another necessary specialty, like a company nurse, that they don't need to think about?
3:Does the IT department think the business users haven't got a clue about what they want, much less what they need?
4:Does Information Technology like to maintain its aura of mystery; the experts who have the answers ...

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