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

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7.2. Bridging Organizational Gaps

We have described a highly complex organizational structure that requires significant cooperation and coordination across functions because CRM does not fit neatly under one single management structure. We need to learn how to operate efficiently in this cross-functional environment.

7.2.1. Operating across Business Functions

The key weapon for overcoming organization gaps that are the focus here is how to set up an organization and leadership structure for our program that clearly defines roles, responsibilities, and communication paths. This organizational and leadership structure is what will help you operate effectively across all the involved functions; you must build a strong platform that supports the ...

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