Part I of this blog post introduced the common software deployment models and Consona CRM's approach in that regard. To the end of enabling Total Customer Management (TCM) via an adaptive CRM offering, Consona CRM is built with a superior core infrastructure (customer data model, BPM, BI, SOA) and a holistic, best-of-breed product portfolio.
Consona claims to be one of the market’s rare CRM
sfa demand generation capabilities
CRM (i.e., BPM, BI, SFA, customer service, customer data management and customer data integration [CDI]), KNOVA (i.e., self-service and knowledge management [KM]) and the partnership with Million Handshakes (part of Portrait Software ) for marketing automation. The combination of Onyx and KNOVA allowed Consona to combine service resolution management (SRM, not to be confused with supplier relationship management!) and CRM offering, whereby SRM adds resolution and case management process to core CRM and