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Call center, 93–99, 103–107, 233–235
Certification, see Quality assurance.
Change management, see Business process engineering.
Chief information officer (CIO), 231–233, 253–262, 295–301
Commitment document, see Project commitment process
Critical success factors, xxvi–xvii, 11, 21, 77–78, 80–81, 295–300, 301–304
Customer relationship executive (CRE), 11, 14–15, 17, 35–37, 93–94
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