O'Reilly logo

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

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

13.2. Following the Technology Engineering Steps

For the technology component, only the first two views require the combined effort of the business and IT teams as shown in Table 13-1.

Table 13-1. The Technology Component
Business ViewTechnology View
Owner's Wants ViewBusiness Locations
Owner's Needs ViewBusiness Networks

For each project, the business team focuses on just those locations that will be impacted by the new CRM functionality. Because this component is primarily the responsibility of Information Technology, we will look only at the top two business levels.

13.2.1. Owner's Wants View: Business Locations

During strategic planning, we identified a list of locations and high-level process. Many times during strategic planning, we used a ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required