Thursday October 1, 2020

CRM: Winds of change blow in sector

The CRM sector has moved on from its base of enabling customer management and now touches all areas of company operations, writes Dermot Corrigan.

6th July, 2013
Alan Connor, commercial director of Exchequer Software. Photo: Maura Hickey

Social media, mobile, analytics and other emerging business technologies are driving a real change in the way companies communicate and manage their customers, bringing knock-on developments in what they want from their customer relationship management (CRM) solutions.

Traditional CRM systems were very much based around allowing sales or service representatives to deal quickly and accurately with a customer inquiry. These were designed for use in a traditional set-up, where a customer telephones the call-centre and...

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