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Planning for CRM success.(customer relationship management)(related article: New York City's 311 Project)(related article: Philadelphia's Inside-Out Approach to CRM)
Customer (constituent) relationship management, or CRM, is an enterprise software system designed to automate customer-facing processes. Examples of applications commonly associated with CRM include call centers and citizen Web portals. CRM is also associated with applications such as field service, business intelligence, and time management. Successful CRM demands that organizations adopt a customer-centered business philosophy, so that human resources and business processes make the best use of CRM technology.
Those following the market for CRM software are doubtlessly aware of the spectacular implementation failure rates that have recently been cited by ...
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Source: HighBeam Research, Planning for CRM success.(customer relationship management)(related...