Customer CRM Strategy Planner
<DIV style="BORDER-RIGHT: medium none; PADDING-RIGHT: 0cm; BORDER-TOP: windowtext 1pt solid; PADDING-LEFT: 0cm; PADDING-BOTTOM: 6pt; MARGIN-LEFT: 0cm; BORDER-LEFT: medium none; MARGIN-RIGHT: 27.35pt; PADDING-TOP: 6pt; BORDER-BOTTOM: windowtext 1pt solid; mso-element: para-border-div; mso-border-top-alt: solid windowtext .5pt; mso-border-bottom-alt: solid windowtext .5pt"><P class=WPTitlePageHeader style="BORDER-RIGHT: medium none; PADDING-RIGHT: 0cm; BORDER-TOP: medium none; PADDING-LEFT: 0cm; PADDING-BOTTOM: 0cm; MARGIN: 0cm 0cm 0pt; BORDER-LEFT: medium none; PADDING-TOP: 0cm; BORDER-BOTTOM: medium none; mso-border-top-alt: solid windowtext .5pt; mso-border-bottom-alt: solid windowtext .5pt; mso-padding-alt: 6.0pt 0cm 6.0pt 0cm"><SPAN lang=EN-US style="FONT-SIZE: 12pt; LETTER-SPACING: 0pt; mso-bidi-font-size: 10.0pt"><STRONG><FONT face=Arial>Customer CRM Strategy Planner<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></STRONG></SPAN></P><P class=WPTitlePageHeader style="BORDER-RIGHT: medium none; PADDING-RIGHT: 0cm; BORDER-TOP: medium none; PADDING-LEFT: 0cm; PADDING-BOTTOM: 0cm; MARGIN: 0cm 0cm 0pt; BORDER-LEFT: medium none; PADDING-TOP: 0cm; BORDER-BOTTOM: medium none; mso-border-top-alt: solid windowtext .5pt; mso-border-bottom-alt: solid windowtext .5pt; mso-padding-alt: 6.0pt 0cm 6.0pt 0cm"><SPAN lang=EN-US style="FONT-SIZE: 12pt; LETTER-SPACING: 0pt; mso-bidi-font-size: 10.0pt"><o:p><STRONG><FONT face=Arial> </FONT></STRONG></o:p></SPAN></P></DIV>Re:Customer CRM Strategy Planner
<P><SPAN lang=EN-US style="COLOR: windowtext; FONT-FAMILY: 'Arial','sans-serif'">Begin with a <B style="mso-bidi-font-weight: normal"><I style="mso-bidi-font-style: normal">clear set of goals and objectives against which results can be measured</I></B>. CRM should be viewed as a strategic response to a set of business needs. In practical terms, the business plan should specify CRM’s contribution, defined in terms of competitive positioning, customer profitability and related business opportunities. It helps if there is already a strategic mandate encouraging a customer focused approach to business. <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></P>Re:Customer CRM Strategy Planner
<P><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="COLOR: windowtext; FONT-FAMILY: 'Arial','sans-serif'">Key Questions: <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></B></P><UL type=disc><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">What is our strategy for improving long-term profitability of customers? <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">How does CRM relate to our corporate strategy? <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">What are our targets and overall business plan for improved performance through CRM methodology and process? <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Is there senior executive support for investment in CRM?<o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Do we understand the three-dimensions of CRM (people, processes and technology)?<o:p></o:p></SPAN></LI></UL><P><SPAN lang=EN-US style="COLOR: windowtext; FONT-FAMILY: 'Arial','sans-serif'">Whatever its scale, every CRM project has <B style="mso-bidi-font-weight: normal"><I style="mso-bidi-font-style: normal">three dimensions: people, processes and technology</I></B>. A classic mistake is to view CRM simply as a technology project and to underestimate the scope of the process and cultural changes involved. There are implications for the organization, for processes, for IT infrastructure, segmentation and measurement of customer value, focused organization benefit/team building projects will maximize the chances of success. <o:p></o:p></SPAN></P>Re:Customer CRM Strategy Planner
<H2 style="MARGIN: 12pt 0cm 3pt"><SPAN lang=EN-US style="mso-bidi-font-family: Arial"><EM><FONT size=2><FONT face=Arial>Key questions: <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></FONT></EM></SPAN></H2><UL type=disc><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Do we understand the people, process and technology implications of CRM in our organization?<o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">How do we propose to map the scale of CRM’s impact on our organization?<o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Do we have a structured approach to project management?<o:p></o:p></SPAN></LI></UL><P><SPAN lang=EN-US style="COLOR: windowtext; FONT-FAMILY: 'Arial','sans-serif'">A structured approach ensures that all essential steps are addressed. Every CRM program needs to be realistically scoped and planned to include milestones and goals. An essential aspect of <B style="mso-bidi-font-weight: normal"><I style="mso-bidi-font-style: normal">project management</I></B> is the development of teams including sales, marketing, finance, service, information technology and senior management.<o:p></o:p></SPAN></P>Re:Customer CRM Strategy Planner
<H2 style="MARGIN: 12pt 0cm 3pt"><SPAN lang=EN-US style="mso-bidi-font-family: Arial"><EM><FONT size=2><FONT face=Arial>Key Questions: <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></FONT></EM></SPAN></H2><UL type=disc><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Are we familiar with 3<SUP>rd</SUP> party project management models? <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Can we develop a project management scheme internally? <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Have we identified corporate and customer needs?<o:p></o:p></SPAN></LI></UL><P><SPAN lang=EN-US style="COLOR: windowtext; FONT-FAMILY: 'Arial','sans-serif'">Any CRM program has to be <B style="mso-bidi-font-weight: normal"><I style="mso-bidi-font-style: normal">built around the needs of customers and users</I></B>. Externally, this means researching customers’ requirements and expectations. The same goes for the functional and information needs of sales, marketing, finance, service and others involved in the CRM process. Create a single view of the customer inside the organization and provide the customer with a consistent view of his interactions with the business whatever the touch point. <o:p></o:p></SPAN></P>Re:Customer CRM Strategy Planner
<H2 style="MARGIN: 12pt 0cm 3pt"><SPAN lang=EN-US style="mso-bidi-font-family: Arial"><EM><FONT size=2><FONT face=Arial>Key Questions: <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></FONT></EM></SPAN></H2><UL type=disc><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">How can we research customer needs and expectations?<o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">How should we reflect these findings in the project scope? <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Re-engineer customer-facing processes in line with customer needs <o:p></o:p></SPAN></LI></UL><P><SPAN lang=EN-US style="COLOR: windowtext; FONT-FAMILY: 'Arial','sans-serif'">Inevitably, <B style="mso-bidi-font-weight: normal"><I style="mso-bidi-font-style: normal">needs-analysis</I></B> will reveal a gap between what the organization’s current capabilities and processes are and what customers expect if CRM is to work. Customer-facing processes will need to be re-organized for CRM to deliver results. Make sure any new processes work properly before they are automated. <o:p></o:p></SPAN></P>Re:Customer CRM Strategy Planner
<H2 style="MARGIN: 12pt 0cm 3pt"><SPAN lang=EN-US style="mso-bidi-font-family: Arial"><EM><FONT size=2><FONT face=Arial>Key Questions: <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></FONT></EM></SPAN></H2><UL type=disc><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">What needs to be done to align customer facing processes to meet CRM objectives? <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">How is the need for process change reflected in our project plan? <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">What steps have we taken to manage the change implications of process redesign? <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Use a structured approach to selecting technology <o:p></o:p></SPAN></LI></UL><P><SPAN lang=EN-US style="COLOR: windowtext; FONT-FAMILY: 'Arial','sans-serif'">Compared with the people, process and information management challenges, <B style="mso-bidi-font-weight: normal"><I style="mso-bidi-font-style: normal">technology selection</I></B> is relatively straight forward. However, companies should follow a structured approach, allowing the best solution to be identified on the basis of rigorous comparison. Approach the project management organizations and business application vendors with a well-defined list of your needs and functionality requirements.<o:p></o:p></SPAN></P>Re:Customer CRM Strategy Planner
<H2 style="MARGIN: 12pt 0cm 3pt"><SPAN lang=EN-US style="mso-bidi-font-family: Arial"><EM><FONT size=2><FONT face=Arial>Key Questions <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></FONT></EM></SPAN></H2><UL type=disc><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Can we construct a detailed tender document specifying functional, capacity, scalability and other system requirements? <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Do we have a clear set of criteria or evaluating results? <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Does our short listing process require vendors to pilot the system using our data? <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Ensure that systems development is business led <o:p></o:p></SPAN></LI></UL><P><SPAN lang=EN-US style="COLOR: windowtext; FONT-FAMILY: 'Arial','sans-serif'">To ensure that <B style="mso-bidi-font-weight: normal"><I style="mso-bidi-font-style: normal">business representatives, not technologists, are in the drivers seat</I></B>, appoint a senior manager to head the project team and include business representatives in development teams. Also, involve users at critical stages of systems development. <o:p></o:p></SPAN></P>Re:Customer CRM Strategy Planner
<H3 style="MARGIN: 12pt 0cm 3pt"><SPAN lang=EN-US style="mso-bidi-font-family: Arial"><FONT size=2><FONT face=Arial>Key Questions <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></FONT></SPAN></H3><UL type=disc><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Is our systems development business and user led? <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Is outsourcing a practical alternative <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Do we plan to pilot and test the system before roll out? <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Establish actionable measures of customer performance <o:p></o:p></SPAN></LI></UL><P><SPAN lang=EN-US style="COLOR: windowtext; FONT-FAMILY: 'Arial','sans-serif'">The <B style="mso-bidi-font-weight: normal"><I style="mso-bidi-font-style: normal">pay-off from CRM should be measurable in terms of customer profitability</I></B> and value, the key indicators of success from relationship management. Approaches to CRM that start with quantified assessment of profitability and value help to measure results in a meaningful way. <o:p></o:p></SPAN></P>Re:Customer CRM Strategy Planner
<H2 style="MARGIN: 12pt 0cm 3pt"><SPAN lang=EN-US style="mso-bidi-font-family: Arial"><EM><FONT size=2><FONT face=Arial>Key Questions <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></FONT></EM></SPAN></H2><UL type=disc><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">What are our most important measures of customer performance? <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">What measures are currently used - how can they be adapted to support our CRM program? <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Can we measure these aspects? <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">What steps do we need to take in order to put measures in place? <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Actively manage culture, change and win buy-in <o:p></o:p></SPAN></LI></UL><P><SPAN lang=EN-US style="COLOR: windowtext; FONT-FAMILY: 'Arial','sans-serif'">Unless the <B style="mso-bidi-font-weight: normal"><I style="mso-bidi-font-style: normal">human aspect</I></B> of CRM is handled effectively, the analytical work, systems development and technology investment will prove worthless. To avoid failure, <B style="mso-bidi-font-weight: normal"><I style="mso-bidi-font-style: normal">change management</I></B> has to be built into the program from the start. <I style="mso-bidi-font-style: normal">Involving</I> people in reworking processes and systems design, rather than <I style="mso-bidi-font-style: normal">imposing</I> the new regime, is essential. <o:p></o:p></SPAN></P>Re:Customer CRM Strategy Planner
<H2 style="MARGIN: 12pt 0cm 3pt"><SPAN lang=EN-US style="mso-bidi-font-family: Arial"><EM><FONT size=2><FONT face=Arial>Key Questions: <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></FONT></EM></SPAN></H2><UL type=disc><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">How can we modify corporate culture to enable effective?<o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">How can we develop skills and capabilities to manage change? <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Do we have sufficient budget and time to cover training? <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Develop a phased implementation strategy <o:p></o:p></SPAN></LI></UL><P><SPAN lang=EN-US style="COLOR: windowtext; FONT-FAMILY: 'Arial','sans-serif'">Companies that have implemented CRM successfully find that their investment in <B style="mso-bidi-font-weight: normal"><I style="mso-bidi-font-style: normal">training is one of their biggest expenses, but absolutely essential.</I></B> A phased approach can help the organization absorb the impact of change. As well as sold being sold on the advantages of any new systems and processes, people must learn new skills and competencies. <o:p></o:p></SPAN></P>Re:Customer CRM Strategy Planner
<H2 style="MARGIN: 12pt 0cm 3pt"><SPAN lang=EN-US style="mso-bidi-font-family: Arial"><EM><FONT size=2><FONT face=Arial>Key Questions <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></FONT></EM></SPAN></H2><UL type=disc><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Do we plan to pilot new processes and systems to troubleshoot any developments? <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Have we included a phased implementation of new processes and systems into the project plan? <o:p></o:p></SPAN></LI><LI class=MsoNormal style="MARGIN: 3pt 0cm; tab-stops: list 36.0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo1"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'">Is timing realistic and manageable? </SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-size: 10.0pt"><o:p></o:p></SPAN></LI></UL><P class=MsoNormal style="MARGIN: 3pt 0cm; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'"><o:p> </o:p></SPAN></P><SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: 宋体; mso-fareast-theme-font: minor-fareast; mso-fareast-language: EN-US; mso-ansi-language: EN-US; mso-bidi-language: AR-SA">CRM is a culture change but can be managed and executed in a phased approach. By understanding successful CRM deployment within and organization Sage Business Partners can take what applies to prospects and existing customers and provide a “head start” to successful CR</SPAN>页:
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