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This document provides an overview of implementing CRM in the contact center. It discusses that CRM has implications for an organization's strategy, culture, processes and workflows. It then outlines a proven approach to planning and selecting CRM technology, including defining requirements and solutions based on business needs, reviewing current processes and technologies, prioritizing needs, selecting vendors, and taking a phased implementation approach with clear expectations and measures of success. The goal is to integrate CRM across channels and systems to improve customer relationships and business results.

















