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

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Questions for Reflection

Think about how your company goes about making investment decisions. This will tell you how prepared you must be to justify the value of any project before you start and how to carefully measure results. With this understanding, you know how much work you'll have to do defining metrics and capturing information.

1:Does your company require a detailed cost justification for every project, or does it generally give out small budgets to test ideas?
2:Does anyone actually look at the financial results? Is anything different done if the results are good versus when they are bad?
3:Is the “fox guarding the chicken house,” or is someone who is not part of the project team calculating (or at least reviewing) metrics calculated ...

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