5 - Planning the Initial CRM Implementation

(EN: This chapter is a mishmash of concepts related to planning and conducting a project to implement a CRM system. There is nothing here that indicates that this is done differently for a CRM project than it would be for any other information technology project. It's likely a good overview for anyone who hasn't been involved in a project before, but for anyone who has, it's unnecessary and unenlightening. Chances are that even if the reader has no exposure to project work, there are better sources to acquaint them with the process.)