The term Customer Relationship Management is about as overused as total quality management was in the 1980s. Nevertheless, it holds allure, promise and obligation. If your company is not striving to achieve some degree of CRM capability across your lines of business and throughout your departments, your organization is certainly behind the times, if not critically crippled.

This report outlines a step-by-step process toward creating a long-term solution that can evolve with changing business objectives and technologies. From the RFP creation process to the build-or-buy decision process, this report will help prepare readers to embark on the painful journey of building CRM processes and infrastructure across a network. norm in what is still a fledgling industry.

Reprinted with Permission from Ceonex