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Special Edition Using® Microsoft® CRM by John Gravely, Laura Brown

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Understand Your Business Process

To provide the aforementioned customer-centricity, you need to evaluate your business processes to understand them and to know whether they need changes.

The Goal

Your goal is to understand the existing business process to support, redefine where necessary, and enable it through technology. The recommended way to do this is to conduct a series of interviews, which provide the basis for building the following:

  • A map of current business functions for customer-relationship management

  • Business usage of current application systems (if any)

  • Business process components and major interfaces

  • Integration views

Your approach should be iterative (repeats the steps until enough information is gathered), and will require some ...

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