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Integrated CRM—an architecture for success
A whitepaper by Soffront Software, Inc.
Abstract
In today’s competitive business environment it is important for a
company to work as a team to create and maintain successful
customer relationships. For most businesses the cost of acquiring
a new customer is much higher than the cost of selling more to
existing customers, so companies find it more and more important
to work to improve customer satisfaction. This involves sharing
information, and often tasks. Further, your customer expects, and
even assumes that different people within your organization will
have a common understanding of the customer’s situation and
issues. Today’s integrated CRM systems provide the basis for
shared information and tasks, and for improved customer
satisfaction.
How to get the best results from CRM
Companies who get the best results from CRM are those with an
integrated system. Maintaining different systems has many costs
and performance issues. They cost more to use and support. They
inhibit the flow of information, for example to engineering of
possible product problems and to marketing of product
enhancements. They also slow the flow of information to sales
about customer issues and problems, and may reduce sales
opportunities with the customer. Integrated CRM systems provide
the backbone that allows a company to get the most from each
customer interaction.
Soffront’s Integrated CRM
Soffront CRM offers integrated CRM. Soffront pioneered this in
1992 with the first integrated Defect Tracking and Customer
Support solution. Additional modules have been developed and
released so that Soffront CRM spans the enterprise with an
integrated CRM solution.
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