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CRM Fundamentals by Mathew Johnson, Brian Paulen, Scott Kostojohn

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Enhancing CRM

Once your application is launched and stable, and more specifically, support requests have slowed to a trickle, it is time to think about the next component of your CRM roadmap. Enhancements will enable you to continue to show progress to your user community to drive application adoption.

Change Control Process

The change control process is a continual process that helps organizations make changes and enhancements to their CRM program. Figure 7-4 shows how the process works.

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Figure 7-4. The change control process

The stages of the change control process are as follows:

  • Identify: The identification phase of the change control ...

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