If you are stuck in a world in which customer relationship management (CRM) software can only play in the sales sandbox, it’s time to think outside the box. CRM vendors have paved a road to operational efficiency that helps contact centers serve their customers in excellence, across media, while delivering a more satisfying experience for their… Read More »
CRM comes in many forms – home-grown, premise-based, and more recently, hosted or Software as a Service. Although “CRM nirvana” is an enterprise-wide tool, the challenge of getting all of the data, processes, and organizational elements aligned to leverage the technology can be overwhelming. So the starting point for a useful solution is figuring out… Read More »