CRM and CS&S – Breaking in the New Deployment
“An enterprise deploys a CRM suite in the first place to assist its business processes as they relate to the customer; it’s an especially sensitive time during the learning stages, as agents become familiar with new interfaces and procedures. Nowhere is this more critical than with support, where the customers whom the agents manage are in trouble of some kind and require extraordinary assurance from the enterprise.”
The Perfect Customer Experience: CRM was only half the solution
“CRM uses explicit data to respond to well-defined customer situations (a
right-brain orientation). Customers, on the other hand, select products based on feelings (a left-brain orientation). Customer Experience Management caters to both sides of the brain and relates to the whole person.”
PR Inside: Distributors Require Data Integration According to Industrial CRM Leader Commence
“Integration is a word many vendors are afraid of, and with good reason if their software can’t support it. But industrial distributors and manufacturers need to carefully think about integration before they write it off as a ‘nice-to-have-. Depending on your functional requirements, integration may be a necessity.”
Info World: Budgeting for SOA Success
“I know I sound like a broken record, but SOA is hard when you get right down to it. It’s complex distributed computing and requires some basic architectural changes…many that have roots in traditional enterprises architecture and require much the same discipline.”
Dani’s Perspective on SaaS: The Central Role of Operations
”...in a SaaS shop, the Ops group is the hub of all activity. Its crucial and main job, of course, is to ‘keep the lights on’ and do that in a highly available, quality performance fashion. Maintaining a scalable, fail proof service is a task that the Ops group should, in time, perfect to the notion of ‘auto-pilot’, implementing the Automate and Delegate principles (see Reducing SaaS Operational Costs).
But that is not where the job ends; indeed it is only the beginning.”
