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Articles: Integration
The complexity lies in the decision of whose portal should run the desktop: the CRM portal or a more application-agnostic portal?
Florida wanted to ensure that is call center agents had the data they needed to most effectively serve taxpayers.
Integration after the fact is not the answer.
Companies must adopt an integrated customer management strategy that makes customer information available and actionable to everyone that needs it, including customer agents.
The reality is that CRM and BPM are complementary--they just represent successive steps in customer-facing technology's evolution.
A nimble approach to reporting on and analyzing the demand chain involves adding strap-on tools to customer data, whether the data is in real-time transactional formats like XML.
The company was able to create reports that drew on prospective clients and their specific interests in the property for sales follow-up, and provided the sales team at The Lodge with weekly reports of reservation holders' online activity.
A recent report states that there's an increasing tendency toward using VoIP, and they suggest that a major turning point may have arrived.
Companies that migrate their CRM applications to Linux-based networks can achieve substantial savings in a short amount of time.
New technologies, from Web services to wireless broadband connections, are opening doors that previously had been bolted shut.
The biggest obstacle to date has been the difficulty in formulating the single view of any given customer.
The study claims that U.S. banks will spend $1.9 billion this year on contact center technology, while spending $5.2 billion on personnel.
An overwhelming 85 percent of respondents stated that cost reduction is their priority.
It is crucial to view CRM as an integral part of the entire organizational-process pool.
The a dedicated project team must secure sponsors, not buyers; must consider every impact; must let consultants consult, while you lead; and must include IT and superusers.
One of the key challenges was mapping out how Inortech could best take advantage of the capabilities of ACCPAC CRM versus the company's paper-based approach.
The global survey claims that only 15 percent of current CRM projects are fully successful, but that the success rate can be improved to as high as 80 percent through proper business process methodology and prioritization.
PeopleSoft announced that George Ahn, a former Tibco, Siebel Systems, and IBM veteran, will spearhead its PeopleSoft CRM solutions.
CRM systems must collect the metrics that ensure accountability.
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