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Customer Relationship Management: The Bottom Line to Optimizing Your ROI by Dr. Natalie L. Petouhoff, Dr. Jon Anton

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Measure

Setting Expectations—Determining the Scope of the Project

Meaningful service level agreements develop from excellent planning. However, in many organizations time spent thoroughly understanding the service requirements in advance can be deemed an activity for shrinking violets. Especially on IT teams, preparation is not always fashionable. Technology people tend to be focused on the technology and not on the process of providing service and definitely not on the people part of the process. However, experience shows that only partially thought-out service levels have desperate results. Part of the planning process is understanding the results of the service and how people, process, and technology can provide that. Many times service levels ...

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