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

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16.2. Integrating the Information Component

Information may be the trickiest of the four components to integrate because it is so poorly understood and so seldom practiced. The myth that information just happens when a system is built has caused much expensive rework (or total failure) of so many projects. It takes work and attention to detail to get it right, but don't give up. It's easier than it looks.

“The data is all wrong,” is one of the most common statements made by users after a new system is implemented. Unfortunately, this is the reaction even if only a few of the hundreds of fields are incorrect. The problem arises because the users of the data think the content of the system belongs to the IT department just the same way as the hardware ...

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