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Cross-Channel CRM
A Framework for Evaluating Architecture, Channel Support, and Functionality
July 1, 2004
By:
Mitchell Kramer
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Executive Summary:
Cross channel CRM is your next step in strengthening your customer relationships. You do business across many channels. Your customers perform the tasks of their Customer Scenarios with you on combinations of all those channels. You should select cross-channel CRM products based on their Architecture, the channels that they support, and the cross-channel functionality that they package for CRM’s marketing, sales, and customer service business processes. This report describes our framework for evaluating cross-channel CRM products using those critical factors. Use our approach to shorten the time and reduce the risk in selection and implementation.
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| Pages: 8 |
| Format: PDF |
| License: Single
User |
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