More about Collaborative CRM
Collaborative CRM includes:
- Providing efficient communication with customers across a variety of communications channels
- Providing online services to reduce customer service costs
- Providing access to customer information while interacting with customers
Driven by authors from the Harvard Business School (Kracklauer/Mills/Seifert), Collaborative CRM also seems to be the new paradigma to succeed the leading Efficient Consumer Response and Category Management concept in the industry/ trade relationship.