NetSuite Magazine

NetSuite Magazine (March 2014) - Four Ways to Achieve an "Unfair Advantage"

By Max Ball


San Mateo, CA -- (SBWIRE) -- 04/07/2014 -- How well your call center software, phone system, and CRM are integrated can make or break your numbers. That's the implication of a recent Forrester Study which found that 52 percent of survey respondents say that they will abandon a purchase if they can’t find a quick answer to their questions.

So without the close customer relationship that call center software tracks and fosters, your competition will be their next call. Satisfying customers has never been more imperative—or directly correlated with sales—as it is today. Managing those interactions and connecting them with CRM systems can boost sales and lead to more loyal customers, and delivers operational savings so significant they should be classified as an "unfair advantage."

Sadly, even in many large organizations such integration remains on IT wish lists. As Merchant Warehouse CTO Paul Vienneau explains, accumulating a variety of incompatible hardware and software-based communications tools over the years limits functionality and becomes very difficult to manage.

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