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Customer Relationship Management: The Bottom Line to Optimizing Your ROI by Dr. Natalie L. Petouhoff, Dr. Jon Anton

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The Technology Question

In the previous chapters we have looked at the people and process part of CRM. We saw technology that:

Enables People

  • Centerforce

  • Behavioral Assessments, LMR Associates.com

Enables Process

  • BenchmarkPortal.com

  • SLAs via SP3M, LMR Associates.com

  • Edcor

  • Centerforce

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 ...

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