Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition to improved customer satisfaction rates.
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in which a single vendor provides solutions for both internal and external service, technical support, and search. User Recommendations In general, it makes economic sense for companies to pursue an SRM strategy, since in the all-too-common scenario of using disparate KM, CRM, and search applications, despite all of the resources at hand, the customer is hardly ever provided with any resolution, except to take a look at the competitive offering (in disgust). Conversely, the scenarios in which an SRM