Anecdotal evidence from Butler Group researchers compiling
a recent report on CRM suggests that employees using such
systems feel greater job satisfaction when they have more
consistent information to support the customer. Thus the employee
is more confident and ‘presents’ in a more positive way to
the customer.
This re-use of an organisation’s information assets requires,
first, their identification and discovery and, second, their
retrieval when required – in other words, the roles of search
and retrieval.
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