Don't Blame CRM (Line56)

For years enterprises have tried to combat customer service issues with technology. For example, often organizations do not have a central location to keep all of a customer's data. The customer's e-mail requests are stored in one location while records of phone conversations are located someplace else. When this happens the call center manager approaches the IT manager and says, "We need a database". The IT manager then researches the latest in knowledge-bases and buys the technology that will best fit the current architecture. read