Half of all companies have installed an integrated CRM
system, and another 30% plan to do so in the next couple of
years. That Conspectus
research finding suggests the importance of managing customers
outweighs the problems some organisations have experienced
with CRM technology.
But clearly companies need to learn
the lessons of past mistakes. Andrew Broome of Impact
Plus believes the conventional wisdom about why CRM and call
centre projects have failed is almost entirely wrong. He explains
all.
As Nick Salter of Information Answers puts it, the recognition
of the importance of customer management has not been
matched by an awareness of how companies should manage the
information they hold on each customer.
Customer Relationship Management & Call Centres