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

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B.4. Executing the Infrastructure Development Project

These tools are the responsibility of the Project Manager and are used for two major purposes: to keep the project moving along on schedule and to manage exceptions and issues. They are also excellent means of communication with the extended project team and the company at large.

B.4.1. Project Plan

The project plan reflects the individual activities (all these individual activities form what is called a work breakdown structure) that must be accomplished, when each activity is due, and when each is actually completed.

It may seem out of order to predetermine the length of any project before a project plan has been put together. You're right; it is premature to make a total commitment before ...

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