In CRM, and now e-CRM, its not about the technology, but about focusing on the locus of importance around which CRM applications grew; namely, the customer. Ignore him at your peril.
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in place, such as FAQs, searchable knowledge bases, and user communities, and technical support staff available through a variety of means (live chat, phone, fax, email) to answers questions and solve problems? Giving your customers what they want, but not being readily available to give them answers, means returned product, and probably losing a customer for life. Bottom Line Technology doesn't exist for technology's sake. In CRM, or in e-CRM, lead with core requirements, specifically, those of the