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CRM Fundamentals by Mathew Johnson, Brian Paulen, Scott Kostojohn

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Managing CRM Projects

Executing the initial phase of your CRM program will require you to balance a disciplined approach to project management and analysis with the flexibility needed to accommodate end users and ensure ultimate value for them. Much of the groundwork needed to maintain a disciplined approach was completed when you developed your CRM roadmap. The rest can be completed during the initial stage of the implementation.

At this point, it is important to review the difference between your CRM roadmap or program and a specific project or phase. The implementation in this chapter is specific to the project. Typically, a project will have defined start and end dates and will deliver a finite set of functionality to the end users. Each ...

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