Conclusion: ITIL Change Management is insufficient for CRM Governance – an organisational change is needed. As with all complex management jobs, governance for CRM projects should be divided into sets and subsets. By dividing the tasks it is easier to view each set or phase. By combining them into larger groups and modules it is feasible to gain an overview of how the parts fit together.

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Guy Cranswick

About The Advisor

Guy Cranswick