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

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23.4. Knowing What It Takes to Achieve Success

What does success look like? If you don't know that up front, how will you know when you get there? If you don't get agreement to the goals before you start (and keep reminding everyone of what you're doing), how will anyone else know you're successful? Communication is one key to success, but there are others.

23.4.1. Measure—Everything—Twice

Always measure the current state before you start changing things so that you can show the progress that has been made when you take another measurement after the project is finished. Some CRM results are highly intangible and difficult to measure, but those that can be measured should be. You can illustrate results from even small projects by demonstrating ...

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