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CRM Fundamentals by Mathew Johnson, Brian Paulen, Scott Kostojohn

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Process

We will address the topic of CRM processes in two parts. The first part will discuss the operational processes that your organization has implemented within your customer-facing departments. These are always a focus of CRM programs; organizations embark on CRM programs to produce a set of customer-related outcomes, and the CRM program improves or reinvents their business processes to achieve these outcomes. The second part will review the new processes to be put into place to manage the CRM program itself, specifically, ongoing maintenance and enhancement processes.

Operational Processes

Every organization and its processes are unique, which prevents us from offering specific templates or guidance for what your own operational processes ...

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