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Jenny Marks of BT puts down some pointers for a successful e-CRM implementation.
Strategy first
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Jenny Marks: IT has role to play
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Electronic CRM (e-CRM) is one of the most advanced and specialised technologies in the world today – a technology that has, all too often in the past, been plagued with implementation problems and cost overruns.
The business benefits of
e-CRM, however, are as obvious as they are almost endless, ushering in a world where companies communicate consistently with customers across all channels, offering products and services tailored to their most deep-seated needs and where the automation and integration of business processes enable an organisation to find, win, keep and grow more customers.
More...
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Conspectus 2002
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Copyright © 2002
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