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

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16.3. Combining Process, Technology, and People

This transition step is about the same for all the other three components. Identify what's going to be different: creating (build or buy) whatever it takes to make the new component successful. New processes are successful if there is a smooth flow between steps and nothing falls into a black hole along the way. Technology is successful if there is enough equipment, storage, and network to support the new project and it all can work together. The people are successful if they have the information and training they need to do their jobs differently.

16.3.1. Process

We identify process integration requirements by combining current and future process maps on one piece of process map, like the one in ...

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