The steps are:
Create a customer-centric business strategy.
Translate your customer-centric strategy into goals and objectives.
Communicate your goals and objectives to your staff.
Work with your staff to define your business processes.
Define clear requirements for technology to implement your processes.
Plan your process and technology changes to minimize impact on your staff.
Implement a smart rollout.
Sell and reinforce the value of the project.
8 Buying process
1. awareness> 2. knowledge> 3. consideration> 4. selection> 5. buying> 6. satisfaction> 7. retention & loyalty> 8. advocacy (referral)