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

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Questions for Reflection

The trouble with system maintenance is that, like any utility, there are few rewards for doing it right. When was the last time you called your telephone company just to thank them for keeping your phone working for the past month? Do you treat your company the same?

1:System maintenance should be a business fundamental, but is it?
2:Does the IT organization plan and manage preventive maintenance schedules, or is everything done as an emergency fix after something breaks?

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