Business Services Industry
Customer Information: more important than ever.
Customer Interface, February, 2002 by Tuck, Larry
Successful companies understand that in challenging economic times, like those we've been through this past year, identifying and retaining their most profitable customers may make the difference between continued growth or becoming another recession-year statistic. And despite a shaky economy that's leading to cutbacks in other areas, many firms are continuing to invest in customer relationship management (CRM) systems designed to help them better understand their customers.
"We're out to provide a best-in-class customer experience," says Mike Overly, Global CRM Implementation manager at Hewlett-Packard (HP). Overly is currently building an Oracle-based customer information system tying together its multiple business units and distribution channels...
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