Customer Relationship Management: Getting It Right!

9.1. Choosing the Right Project

First, we will fully define the project focus, objective, and scope. Remember that we will do our best to set the scope of the project so that it can be achieved while we still have the attention of the project participants, leaders, and sponsors, but that it still must deliver meaningful results in the high-priority area we identified.

9.1.1. Project Criteria

In Chapter 5, we introduced the project definition criteria that will help us plan a project we can successfully complete. Such projects will:

• Be completed in a matter of months (before anyone can lose interest)

• Move the organization toward the desired goal (not in the wrong direction)

• Yield a visible and measurable result (which must be communicated widely) ...