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Articles: Integration
One key to achieving effectiveness, the report says, is sharing institutional knowledge.
The latest version of the company's application suite for service resolution management explores a variety of areas that help users navigate through self-service.
The company now has control over its order process, and soon will be able to get rid of its legacy billing system entirely.
Churchill Downs' formal change-management effort addresses different levels of CRM understanding and, like most change initiatives, emphasizes that change is good.
We will not succeed until we stop thinking departmentally, and start thinking holistically.
The most important factor to consider when implementing a CRM solution is data--and there are three key elements that need close consideration throughout all aspects of the implementation: pre-import data cleansing, data enhancement, and data integration.
Consultants and integrators complement each other--the key is to play to each party's strength.
Most every company that implements CRM does so with the help of a consultant, an integrator, or both.
Anthony Nelson, formerly a consultant at Scient and a global Web strategist at software vendor PTC, will fill the new C-level role.
The key benefit to Crossroads is Siebel's remote agent capability.
Geolocation has already begun to impact various aspects of marketing and sales, from lead generation to paid search results.
Month 1: Odds are in favor of this two-time winner taking a CRM triple crown.
The biggest issue was the initial process of migrating historical marketing information.
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.
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