CRM Systems ABCs Explained by New White Paper

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Small to medium businesses (SMBs) need customer management technologies to facilitate contact tracking, marketing communication, corporate reporting and call center service, reports a new white paper at Choosing the right CRM system, however, can be confusing as the very advances in IP telephony, call center technologies and CRM software itself offer a staggering variety of features and options.

Small to medium businesses (SMBs) face unique consumer relations and customer retention challenges, reports's new white paper "The ABCs of Choosing a CRM System." Citing a 2006 survey of 362 companies by Bain & Company, author and financial consultant Francine Huff points out that while 80 percent of businesses believe they are giving their customers "superior service," only 8 percent of customers actually rate the service they've received as superior., a one-stop telephony and customer relationship management (CRM) resource for professionals, cites surveys showing that companies spend more resources on acquiring new customers rather than on keeping the customers they have.

SMBs wanting to implement IT solutions to aid customer retention will appreciate the overview of consumer service features that "The ABCs of Choosing a CRM System" provides. The right CRM solution can track consumer data through the whole sales cycle, providing efficient, effective contact management, automated reporting and metrics, company-wide data integration and automated marketing (

"The ABCs of Choosing a CRM System" concludes with five case studies. Here, SMBs can see their own customer management issues reflected in the concerns of companies struggling with call center overload, unexpected growth and global marketing challenges. Implementing the right CRM solution solved the consumer management and data tracking problems of companies as diverse as Ben and Jerry's, Re/Max and Timken, a manufacturer of bearings and alloy steels.

According to and Huff, the CRM solution decision for any SMB must take into account the size of the business, the data needs typical of the industry, the access needs of remote employees and information security issues. For more information about CRM systems, IP telephony, voice of internet technologies (VoIP) or call center services and providers, please visit: has done exhaustive research to identify the most respected and cutting-edge companies in CRM and telephony. This one-stop approach saves business professionals valuable time and money finding the business solutions they need.


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