Without sound business process analysis, design, and possible re-design or full-blown reengineering in place before you bring in technology, your CRM (or any IT) efforts are doomed to fail.
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Total Quality Management (TQM), Knowledge Management lead by Peter Senge of MIT and documented in his book The Fifth Discipline , Continuous Quality Improvement (CQI), Six Sigma, ISO Quality Certification guidelines, and, of course, Business Process Reengineering (BPR), that 90's management fad fostered and enamored by Hammer and Champy in Reengineering the Corporation . So, what lives on? For certain, BPR (Business Process Reengineering), in some form, is still a relevant, nay, crucial, element in