With a clear objective, the next thing to consider is
whether this objective fits the long-term plan. The enterprise
should find out if it has been accepted by personnel at
different level. If this objective has the gap between the
objective and long-term plan, what kind of influence may
have? Can the business accept and bear such influence? What
is more important, people from all level should identify with
this long-term plan and objective, and well-prepared for it.
As the head of CRM project, he must write down those
long-term plan and short-term objective which are formed and
agreed. He must clear the business objective, period and
expected return, etc. This document will be the most valuable
one during the process. Before CRM project starts, it is literal
expression form of common knowledge. It is the objective and
direction during the process. It is also an important criterion to
evaluate the project after it is successfully accomplished.