A CRM solution, to be successful, has to support cross-business processes and a number of operations within the business, from Marketing to Service, including Sales. This integration of what, historically, has been treated as very separate parts of the organization, provides the opportunity to rethink existing operational mechanisms.
and create options for negotiation. The Service group : to assess Service levels delivered and the Customer Satisfaction performance currently, and historically, delivered. If it appears that the renewal will become competitive and the client is no longer acting as a retained client then the Sales group will be invited to assess the competitive nature of the bid and help win the sale, on the grounds that their expertise and their desire to earn commission will defeat the competition. Scenario 2 New