CRM 2011: Stop the Fragmentation and Start Synchronizing Your Customer Systems
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چکیده
It’s common for most large organizations to have multiple customer relationship management (CRM) systems in place at one time to cater to a range of operations, including branches, call centers, e-commerce, sales force automation (SFA), analytics and lead management. In the majority of cases, these systems are based on platforms from a number of diverse software vendors, which are only sometimes connected bilaterally. Few organizations have process-centric customer interaction, an underlying customer data management layer or a dedicated customer experience management discipline.
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