| Experts
Archive |
 How can I better define which inbound leads are more likely to convert so I can prioritize them more effectively?
Paul McConville, Director of Consumer-Facing Services , TARGUSinfo |  |
What’s Next for Speech?
John P. Joseph, VP Corporate Marketing, Envox Worldwide | |
How can I show measurable value from my monitoring and recording system?
Gerry Johnsen, Product Manager, Calabrio, Inc. | |
There has been a certain amount of scepticism surrounding CRM in the past, but now it seems like everyone is doing it. Is this the case?
Andy Wood, MD, GI Insight | |
Communicating intelligently with existing customers is critical, and marketing spend is heavily weighted towards this pool. But businesses cannot afford to neglect prospecting activity. So, what techniques can businesses adopt to ensure that the search for new customers is both targeted and cost-efficient ?
David Jefferies, Marketing Director, Pitney Bowes | |
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 | Patrick Hayes, MD and CRM Solutions Lead Communications & Content Practice, BearingPoint, Inc. You Asked
What software/ hardware would you recommend for companies which want to use the same CRM for Mobile/Fix and ISP- all in one? | | |
The Expert's Answer
The Communications industry customer experience requirements in support of marketing, selling and servicing are for the most part complimentary. Customer interaction occurs through many of the same sales channels: telesales, retail store, web self-service and through enterprise sales teams supporting business users. Also, communications products and pricing are similar in nature so the product catalogs and the underlying parameters look and act similarly.
With these factors in mind, companies can benefit from implementing CRM suite packages such as Oracle/PeopleSoft, Siebel and SAP. The packages bring together the entire lead-to-cash capabilities necessary to support a meaningful customer experience across sales channels.
Companies with systems integration experience may choose to implement and integrate best-of-breed lead-to-cash packages, such as e.phiphay for marketing, salesforce.com for sales, an ordering system to support retail and customer care, plus Clarify for field service.
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