A formal business plan must be in place before the CRM project begins.The plan must quantify the expected costs,tangible financial benefits,and intangible strategic benefits,and risks.

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A formal business plan is important to assess the feasibility and potential return on investment of a CRM project. It should include quantitative and qualitative analysis of costs, benefits, and risks to make informed decisions and prioritize resources.

A Formal Business Plan Must Be in Place Before the CRM