Shifting the focus to the customers

Bellinger, Alan
April 2004
IT Training;Apr2004, p54
Trade Publication
Customer Relationship Management (CRM) is one of the killer applications of the moment. When researching this article, found that user reactions to CRM systems ranged from 'we're just looking at it' or 'we're just looking at it, again' to 'done that, and we're looking for the next big thing.' There's CRM for the salesforce, the most popular starting point, followed by CRM for channels, for partners, for support and for call centres. There are five key issues for effective implementation,' says Sue Goble, vice-president of technical account management at Siebel Systems Inc. The key staff in the development phase are the IT professionals, both architects/developers and service delivery staff, as well as the sponsors. Siebel has adopted the principle that you're certified on the release on which you passed, and is very reasonable in terms of provision of upgrade exams only testing the differences in order to upgrade from release to release, but the customer endorsement needs to be upgraded too. INSETS: Siebel Certification programme ratings;SAP Certification programme ratings.


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