CRM and Communication Platform

30 pts.
Tags:
CRM
CRM applications
CRM implementation
CRM integration
How important is having Unified communication platform integrated within CRM?

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  • TomLiotta
    I don't quite have the sense of a homework question, though I'm not sure of the purpose nor of how it can be reasonably answered. I suspect it's a fairly straight information gathering request. To me, the answer is strongly dependent on the existing business environment, so any answer needs to be pretty detailed. -- Tom
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  • dmitrym
    It's important to be able to quickly share knowledge internally and externally. Internally, having a knowledge base application will allows agents to be more efficient at finding answers and collaborating on projects. Externally, having a well functioning communication platform will reduce support cost and improve performance. Again, getting a knowledge base application will reinforce your CRM platform. Why answer the same customer concern over and over again when that knowledge can be found in the company knowledge base.
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