Successful CRM: all Ågpoints of contactÅh with customers are handled with consistent quality
This requires integrating business processes
Outside sales, call centers, telemarketing, direct marketing operations and web apps
The call center or web portal is connected to the IT infrastructure and new and legacy external channels
Customer database for data mining, personalization, profiling
ÅgCustomer facingÅh technology is combined with Ågback officeÅh processes, for appropriate information retrieval
I. What is customer relationship management?
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