Dominion crm software reviews
In fact, the understanding that CRM was first and foremost about taking better care of customers-not about taking better care of internal matters-presented CRM adopters with several challenges that such forward-thinking IT shamans were uniquely equipped to meet. It used this as leverage to gain even more importance-and to become stronger leaders than ever before. That was a sad ending to what it had assumed would be a coronation of IT, and it became most bitter about this denouement.īut the other segment of IT, to the surprise of many, actually took advantage of CRM and the emerging power of customers. It would become relegated to building and maintaining information systems that others dictated. Some argued that the road back was also a dead end, but many ignored them and decided to turn a deaf ear to these customers and retreat.Īnd that's how this sizeable segment of what had been powerful and autonomous IT came to be increasingly marginalized. It could either take the road back to Fortress IT-or accept direction from a new boss, the customer. After losing the tug of war, IT found itself at a crossroads. They wanted fast navigation to where they wished to go, without being forced to wade through what marketing wanted them to see. They wanted their choice of customer service delivered over the Internet or in person, depending on their needs. They also wanted routine order placement that did not involve salespeople. They wanted product availability and production schedules and other "internal" information previously off-limits to them. They wanted information at their fingertips-and not just product details. When it came to conducting business online, customers had their own agenda and were not shy about expressing it. And many wanted to do business over the Internet without further delay. They demanded customer service that knew them and their relationship with the company. They wanted marketing that addressed them individually, not as one lump. They wanted salespeople armed with information and decision-making power, not puffery. Before long, impatient customers started bossing everybody around.
The purpose of CRM was to serve them.Ĭustomers took charge. CRM did not belong to either the front office or to IT it belonged to the customer. That situation prevailed until, in the best-managed companies, the combatants came to an important realization. In many organizations, a tug of war ensued between IT and the front office, resulting in a non-productive diversion of management attention and further delays in implementing needed solutions. But IT saw CRM as a new technology, which, by definition, gave it dominion. The new "front office" partnership of sales, marketing and service claimed it as its own, which made sense because CRM mainly involves front office functions. Even before anyone unraveled the riddle of CRM, a dispute broke out over who would own responsibility for it. As the concept of customer relationship management began taking hold as a strategic priority, the long-dormant wish lists for enabling technology to support sales and marketing suddenly took on a new urgency.īut IT found capturing CRM no easier than getting lightning in a bottle. Today, such insular behavior runs counter to the need of businesses to align their IT implementation with their business objectives.ĭriving this sea change is the growing recognition that customer-focused activities-sales, marketing, customer service and others-are the most critical aspects of managing a business. At one time, IT functioned as a virtual principality, setting its own priorities without any accountability to line-of-business departments.
"The relationship between corporate information technology departments and their in-house clients is changing rapidly in customer-driven organizations. The following is an extract from the article "IT Adapts to CRM Driven World" from Destination CRM Magazine: Our Telemation CRM solution is ideally suited for call center service bureaus. That is why so many call center managers, with unique and changing requirements, have chosen and continue to use Telemation CRM software as their solution. Telemation call center software was designed with this concept from the very beginning. But the flexibility to change is just as important in this dynamic business environment.
Telemation, our CRM software application, was built on this foundation.
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Accurate and timely information provided in a professional manner is the key to any business and service operation. Providing customer service is vital to maintaining successful business relationships. This section of our technical library presents information and documentation relating to CRM Applications and Customer relationship management software and products.