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

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Chapter 21. Designing Quality Systems for a Competitive Advantage

It should go without saying that the rest of the CRM infrastructure components (process, technology, and people) also comprise assets of the company, although some are more tangible than others. The technology component is the most obvious asset among the remaining three. Most organizations today have a good handle on the computers and networking equipment used to manage their company's operations. Of course, this wasn't always the case. At one time, computer hardware was purchased and managed everywhere throughout the organization, with no overall coordination. Connectivity, scalability, and usefulness were severely reduced by this fragmentation. The problem wasn't resolved until ...

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