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Customer Relationship Management: Getting It Right! by Judith W. Kincaid

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B.1. Putting Together a Strategic Plan

Data collection for the strategic planning phase is the cornerstone of your CRM program. It doesn't have to take years to gather enough information to get started, but it has to be done. The following templates are a great way to capture the basic information that most companies need to be ready to launch their first project.

B.1.1. Internal Strategic Interview

Table B-1 shows a sample internal strategic interview. You certainly will want to add some company-specific questions. But remember that the shorter and more direct the interview, the better the results are likely to be. Mix open-ended and close-ended questions.

Table B-1. Strategic Interview
Internal Strategic Interview
Contact Information:
Name ...

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