O'Reilly logo

Customer Relationship Management: Getting It Right! by Judith W. Kincaid

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

6.3. Building an Operational Infrastructure

The operational infrastructure within most companies was developed to support and/or automate a specific business function. Because companies grew up in functional silos, they developed their computer systems and other infrastructure along the same functional lines. There exists little ability to connect information or processes across these silos.

A key to real CRM success (i.e., making life better for your customer, not just implementing a CRM capability) is that customers expect seamless integration across all your company's touch points. It's really not rocket science. Who wants to have one customer identification number while talking to the call center, and a different customer ID for logging on ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required