Beyond Borders: Web Globalization Strategies

GLOBAL CRM

Effective customer relationship management (CRM) is the Holy Grail for many companies and often just as elusive. The challenge is simple: Treat each of your customers as though he or she is your only customer. To achieve this goal, companies purchase software from the likes of PeopleSoft, Siebel, and SAP—systems that integrate their sales, marketing, accounting, and customer service databases into one centralized, coordinated tool. If someone calls your customer support line, your support person should know if the caller is a prospect or a client, and, if a client, every detail about that person. CRM software can implement business rules that enable companies to treat their customers with customized levels of service and support, ...