Integrating People, Process, and Technology
Personnel responsible for delivering successful CRM initiatives acknowledge the above people, process, and technology issues. More importantly, though, these personnel understand that during the life of the CRM initiative, the integration mix of people, process, and technology will change. Table 3.1 provides a generic model for understanding how the people, process, and technology mix changes for key CRM implementation activities. This generic model needs to be adjusted for your company, taking into account that different companies will realize key CRM implementation activities at different speeds.
| Key CRM Implementation Activities ... |
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