• Why CRM Struggles To Improve The Customer Experience

    11 days ago - By Business 2 Community

    When I started my professional career as a frontline technical support analyst for a large software company, our call tracking system was essentially a glorified ticketing system. Though it was customized to fit our needs, still it did little more than associate a customer with their issue. Since that time, how customer issues are tracked and addressed has evolved dramatically.
    Customer Relationship Management came onto the scene in the late 1980's and became the new standard. It promised one place for storing and maintaining all customer information. Customer-facing teams-sales, service...
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