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

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23.3. Knowing How You're Going to Get There

Customer Relationship Manage is actually very simple; but it's not easy. First, there is no magic wand. Successful CRM programs occur when your organization is ready to invest the time and energy required to successfully manage communications and work across all the front office business functions and Information Technology. You need to be able to successfully balance your dream of what the future can look like and the time and sweat needed to make it all happen (see Figure 23-4).

Figure 23-4. Balancing dreams and sweat

It's critical to know where you plan to take your CRM program and what path will get ...

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