Consona CRM and AMR Research Host Netcast Presenting Best Practices for Investing in Customer Service in Uncertain Economic Times

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Industry expert and leading CRM solution provider partner to offer practical advice on maintaining and prioritizing customer service initiatives.

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Even during uncertain economic times, companies can tighten up their budgets, while still keeping customer satisfaction at the core of their missions.

Consona CRM, a leading provider of total customer management solutions for the enterprise, including Onyx® and KNOVA®,, today announced the availability of a netcast entitled, “Investing in Customer Service during Economic Uncertainty - Where to Place Your Bets.” The netcast features Rob Bois, research director of customer management strategies at AMR Research, and Tom Millay, general manager of Consona CRM, as they discuss how to avoid common pitfalls suffered during economic downturns, when technology initiatives often lose precedence to other corporate priorities.

During the economy’s slump in the early 2000s, many companies attempted to implement aggressive cost-cutting measures in an effort to retain sales or avoid severe measures such as layoffs. IT budgets were squeezed and many consumer-based industries shifted their investments away from a focus on customer relationship management. Lower-cost solutions were implemented in the short-term, such as interactive voice response (IVR), web self-service, and others.

In this netcast, Bois presents lessons learned and the top investments to consider for customer service stability and, even growth, amidst market uncertainty. Consona CRM’s Millay discusses how Consona CRM solutions can help companies weather potential economic storms while not compromising their long-term business plans.

Key netcast learnings include:

  •     What can be learned from past investment choices;
  •     The top five investments to maintain customer service stability;
  •     Smart service strategies using Consona CRM solutions; and
  •     How to increase customer loyalty while reducing overall service investment.

“As a leader in the CRM community, Consona CRM is committed to educating our customers and the market at large on past experience and present technology that can aid in making the best, customer-focused decisions,” said Millay. “Even during uncertain economic times, companies can tighten up their budgets, while still keeping customer satisfaction at the core of their missions.”

The netcast is now available for viewing on the Onyx Web site.

About Consona Corporation and Consona CRM:
Consona Corporation (Consona, formerly known as M2M Holdings Inc.) is a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for the enterprise. The Consona CRM business unit, a worldwide leader in total customer management software and services, helps more than 1,500 companies across a variety of industries, including professional services, high-tech, healthcare, financial, government, telecom, retail and manufacturing, manage people, processes and technology to create a differentiated and cohesive customer experience. With flagship products Onyx CRM and KNOVA service resolution and knowledge management (SRM/KM), Consona CRM presents a full suite of functionality, including sales, service, support, and marketing automation; service resolution and knowledge management; and business process management modules. For further information about CRM software, visit, or, e-mail info @, or call (888) 8 CONSONA.

Mitch Briggs    
Consona Corporation
C: +1 (317) 829-4210
+1 (317) 249-1620
mitch.briggs @

Valerie Harding
Ripple Effect Communications
+1 (503) 357-8837
vharding @


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Mtich Briggs

Valerie Harding