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

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23.5. Knowing How to Get Started

I'm guessing that most of you already know roughly what needs to be done. You didn't pick up this book because CRM is such a fascinating topic. More than likely, you're reading this book because you're faced with sponsoring, managing, or leading a critical CRM project for your company. You want to know what to expect, what to avoid, and what you can do to increase the likelihood that your project is successful. But maybe, most important of all, you want to know how to get started.

23.5.1. The First Step

That's a no brainer; the first step is to define your CRM strategy. Frankly, some of you may already have a project underway. Don't worry; it's not too late, and you don't have to bring everything to a screeching ...

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