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

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9.2. Deciding What Needs to Be Done

It's time to determine the requirements of the specific project that we've chosen. We need to specify the focus and direction of the overall project and the project-specific details (scope) of each component. We'll develop these details for each component one at a time in Chapters 11 through 14.

Just as planning your overall strategy is a key first step in your overall CRM program success, so project planning is critical to each individual project success. The best way to begin this transition step is with a project launch meeting, a formal meeting with all the proposed team members and sponsors in which you all take a first pass at developing a project overview.

9.2.1. Project Charter

We create a project plan ...

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