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CRM Fundamentals by Mathew Johnson, Brian Paulen, Scott Kostojohn

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Building Your Initial Roadmap

In this section, we’ll focus on the process to build your initial roadmap to launch your CRM program. If you have already established a CRM program and deployed a CRM application, we’ll cover the special case of developing a roadmap after you’ve already implemented a CRM application in the “Developing a Roadmap Midstream” section.

Assess Your Current Situation

The heart of roadmap planning is assessing your current situation and your strategic goals; a study of these should suggest a set of initiatives that then need to be ordered and scheduled appropriately to maximize efficiency and minimize risk.

Current Business Processes

A useful first step in building your roadmap is to document your current business processes ...

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