PUBLIC MARKS from longhorn2000 with tags customer & clarify

"Nowadays in CRM we see great strides made in analytics, which serves both to help the enterprise determine the value of each customer, and also to create a personalized experience for each customer across all the enterprise touchpoints."

"Users can create customizations and streamline in ways they wouldn’t dare attempt with the standard Amdocs client. One customer added a new customization where entering the most basic case information delivered a report with complex formatting and logic that they couldn’t have derived using their other options of Crystal Reports or Actuate."

"Convergence never stops happening. The convergence between the Internet and corporate networks continues as CRM (customer relationship management) meets SN (social networking). It’s been talked about for some time now, Fast Company discussed it in the context of sales leads and contact management in 2004"

"Customers with complaints or problems are the greatest opportunity for any business: help out a customer who cares enough to call you (rather than abandon you without a word), and you’ve probably just created a customer for life, and an evangelist for your company. Marketing has long believed this, and gradually the concept is being absorbed by the technologists who create software systems. The most interesting part of CRM today lies in the area of Customer Service and Support, CS&S. This is where the acquisition cost of the customer is either preserved or thrown away."

"Is the on-demand delivery model the largest single contributor to the renaissance of CRM from its moribund state of two-three years ago? The industry seems to think so, from an informal survey taken by CRMBuyer."