Difficult Conversations: Positioning Your CEO in a CRM Implementation Part One: Sources of Misconception and Faulty Assumptions
Glen S. Petersen - February 18, 2005

Overview

Few experienced customer relationship management (CRM) professionals would argue that the CEO plays a key role in the successful deployment of an enterprise-wide CRM project. However, the CEO is often not the lightening rod for a CRM initiative and may not know his or her ongoing role in the process; therefore, it is incumbent that someone accurately communicate the nature of CRM to the CEO and outline the actions that will be necessary to achieve success...