In the previous chapters we have looked at the people and process part of CRM. We saw technology that:
Behavioral Assessments, LMR Associates.com
SLAs via SP3M, LMR Associates.com
Now we will take a look at technology. John P. Robertson, a vice president of CRM at Edcor, was at a recent ICCM conference and he saw the change in the mood of the buyers of technology. “Last year everyone was buying the latest thing, this year there was a malaised glaze over everyone. The technology boom went bust,” he observed.
Robertson, with over 15 years' experience in consulting, technology, development, and operations, helps to lead Edcor's Customer Experience ...