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

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21.4. Getting System Quality

CRM system quality means measuring and managing the quality of the hardware, software and people/organizational performance that supports your company's CRM program. The system must meet the expectation of the customer – whether that customer is interacting directly with the system or is working with a company employee using the system to provide support and service. Hardware and software are so inextricably intertwined that, for example, hardware failures are indistinguishable from software failures to the end user. “The system crashed” can mean that a failure occurred anywhere in the system, including human error. This is why we manage all three components as part of the overall system. Customers experience the ...

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