Special Edition Using® Microsoft® CRM

Fuse Traditional and e-Channels

Build hybrid go-to-market systems that seize the multichannel opportunities of fusing traditional and “e” channels to build customer-centric CRM systems. For example, a promotion might be announced via the traditional channel of direct mail, but responses can be driven to the Web interface to enable customers to serve themselves. Such a hybrid approach makes use of the best of both channels involved.

Another example is the collection of customer contact information at the traditional point of sale, while using that data to make electronic contacts via Web and email.

Placing the focus on the customer opens the possibilities of contacting and interacting with your customer in multiple settings and at any time of ...