Extract
Special global call center outsourcing summit highlights.
Rich Tehrani, President and Group Editor-in-Chief, TMC
William Durr Jr., Chief Evangelist, Blue Pumpkin RT: Lately, it's very fashionable for industry analysts to claim that CRM was a huge failure. Do you agree? If not, where do you lay the blame for companies not experiencing what they thought they would with CRM implementations? WD: CRM a huge failure? No. Did CRM generally meet the expectations set by overzealous vendors? No. Did CRM deliver significant benefits? Yes. The problems with CRM tend to lie chiefly with the users. That said,...See the full content of this document
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