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

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13.1. Understanding the Technology…That's the IT Department's Job, Right?

Well, right and wrong! Certainly the technology component is primarily the responsibility of Information Technology. However, it was learned long ago that it is critical that the technical solution the IT team proposes be based on business perspective and needs. Information Technology must have business input regarding what information needs to be captured, what work needs to be done, and where and by whom this work is to be done.

But let's first develop our working definition for technology so we're all talking the same language. Miriam-Webster's online dictionary defines technology as “a manner of accomplishing a task especially using [specialized] processes, methods, ...

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