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

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D.1. Information Engineering

In Chapter 11, we discussed the Information Engineering methodology at a high level. The engineering steps for the information component (and all the other components) are based on the overall CRM program requirements identified during strategic planning.

D.1.1. Strategic Data Requirements Inventory

The overall business owner's expectations or “wish list” was, of course, completed during the strategic planning process. The team started with the list of issues, opportunities, and “stupid things we do to customers” that was generated during the strategic plan, and they merged duplicate statements. These are the four steps they followed to develop the first pass at XYZ's strategic information needs inventory:

1.
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