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Home > Computers and Information Technology > Software > CRM & Customer Service
Collaborative CRM: Myth or Reality?
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| Published Date:
January 2003
Published By:
Datamonitor
Page Count:
16
Order Code:
R313-5292
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Introduction
Despite its usage by many large vendors, the terms Collaboration and Collaborative technology are relatively misunderstood in the market. In a recent survey, Datamonitor found that companies disagreed on what constitutes Collaborative technologies, and in particular in the area of CRM, where the term Collaborative CRM is largely meaningless.
Scope
This brief discusses the concept of collaboration and assesses the potential for the two most common collaborative CRM applications
This is a good primer on collaboration and highlights other Datamonitor reports and briefs on specific collaboration topics
Report Highlights
Dispels the myths surrounding the concept of Collaborative CRM. Looks at the case for the use of two applications to improve their processes: complex selling and assisted service. Finds that justifying spending is difficult and that these technologies are only likely to see adoption in the medium-term.
Reasons to Purchase
Datamonitor's houseview on a hot topic in the market (Collaborative CRM). A good general primer to collaboration with other documents referenced
Analyses two specific applications: complex selling (e.g. for cars) and assisted-service, esp. in financial services, not covered in other reports
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