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CRM Deployment

In the Customer Relationship Management (CRM) Solutions Guide, guru and best selling author Dick Lee offers a four step process to CRM implementation:

1. Establish customer relationship strategies  
2. Ensure the consequences of the strategies are understood at departmental and management level  
3. Undertake process re-engineering  
4. Provide technology support

In his overview, Dick Lee offers several helpful hints for step three: process re-engineering. 

To read this factfile in full, please download the attached pdf (scroll down to the bottom of the page).

For a full 122 page report on CRM please see  Customer Relationship Management, Volume 1.

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