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Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management by Hoss Hostetler, Aaron Yetter, Justin Mathena

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3.2. Strategic Planning for Your CRM Initiative

Like many things in life and business, having a well-devised plan is vital to ensuring that things go as smoothly as possible. Your planning process regarding how to best implement and continually push out ongoing improvements will be critical to the success of CRM within your organization. To begin planning there are some questions that you and your steering committee will have to answer in order to appropriately decide what your long-term strategic CRM approach is, what should be included in each phase, and when each phase should be deployed. The next several topics describe how to get these answers.

To successfully implement CRM in your organization you must understand where you are starting ...

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