Last month, I talked about how the corporate website strategy was an essential element of CRM implementation because it is a major touch point of interaction between a company and its customers.  Today, I came across a post that triggered another important component to a company’s CRM implementation; that of the company IVR.
As CRM moves [...]

IVRs are an important part of any company’s CRM implementation.  IVRs (when implemented correctly) are great for sales and customer service, routing calls to the appropriate individuals and gathering information to facilitate faster and better service.  But rarely is it considered to use an inbound IVR for marketing purposes.  Kelly Starzec at the IVR Blog [...]

A few years ago, one of the biggest hot-button items for sales force automation that rarely produced satisfactory results was offline synch.  The process of creating synchronization modules, coupled with data consistency issues and the dependency of the reps to initiate the synch (some offerings had automatic sync, but that brought its own set of [...]

Late last week, I called into a customer service department that had your standard “please hold” IVR.  It had no options telling me how long the queue was, and, as typical, had the most generic and annoying hold music.  After about 20 minutes, I gave up, and hung up the phone in disgust.  It is [...]