A CRM solution, to be successful, has to support cross-business processes and a number of operations within the business, from Marketing to Service, including Sales. This integration of what, historically, has been treated as very separate parts of the organization, provides the opportunity to rethink existing operational mechanisms.
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proves to be so, it is necessary to assess how a CRM solution should be valued, and how the investment should be assessed in terms of return, considering the total marketing sales and service operation. In addition, and one of the lynch pins of CRM, is that the best customer is one who is loyal because of their satisfaction with the service provided, and does not require heavy selling techniques to buy again. This is obviously a long-term objective, not achievable at a stroke. The real question is to ask