Question: BUSN 1041-31 Customer Relationship Management (CRM) Chapter 14 & 15 Assignment 1. What are the five major phases of CRM implementation? Which phase do you

BUSN 1041-31 Customer Relationship Management (CRM)

Chapter 14 & 15 Assignment

1. What are the five major phases of CRM implementation? Which phase do you believe is the most important? Why?

2. What tools are the most important to leverage when implementing a CRM system?

3. How does project management and change management play into implementing a CRM system?

4. What are ways to increase user adoption of a CRM system?

5. What does CRM look like in the future as the business landscape continues to change?

6. What is your position on whether CRM should lead strategy implementation?

7. What was your primary learning of the semester?

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