Generally, the principal means of achieving that essential integration of functions is through modern data information systems capable of storing relevant information and connecting it in ways that are conducive to promoting sales opportunities. In addition to the functions of information storage and processing, technology also provides a degree of automation that allows the easy accommodation of processes that would be either extremely difficult and time-consuming or completely overwhelming if

Britannia links CRM to the customer knowledge. It emphasizes on complete knowledge of the customer to engage in meaningful conversations, to identify with them and to assist realize their needs. Such an intimate relationship accomplishes its own presentations and assists to generate a win-win situation. Implementation of CRM in Britannia involves segmentation of its customer base in accordance with the customer value that incorporated the present value views and

Mapping technologies ensures that all technologies in the call center are geared towards achieving a specific goal. Having identified the needs of the call center, mapping the required technologies ensures that mechanisms are in place to meet these needs. Using technology road mapping, the call center is able to plan and coordinate any technological developments. This way any technology developments will have a specific purpose, and unnecessary developments can be

For example, client X required a dashboard where each of the projects' variables would have been automatically calculated and a red-yellow-green would have been awarded to each of the project, in order to determine the project's status at a certain moment of time. Another client using the same product required that the red-yellow-green grades should be noted manually, with comments and motivations in each case. As such, for a

Management Styles Fool-proofing a service operation. In the banking industry, a significant service industry in any country, optimized operations are essential to ensure that the public has maximum confidence in the operators of this industry. Bank of America and its operations have been selected for discussion in this study. The bank has grown tremendously in the past few years. CEO, Ken Lewis realized that the bank could gain a wider market share

The communication system may be able to facilitate the transfer of information, but an essential component of a CRM system is the transfer of responsibility. Somebody at the company must be responsible for every customer issue that arises. This is the only way that the company can ensure that its customers' needs are truly being met. Because of this need for responsibility, it is essential that customer relationship management