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 "Our Take"
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"Our Take"
"Our Take" is a collection of daily
vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions,
epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
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9/25/06 - CRM Excellence In Action
Last week I mentioned that 20% of the Gartner conference was dedicated to best practices and case studies. One presentation featured Gartner's CRM Excellence Award winner and what they did to win the award. The company is General Binding Corporation (GBC). The application is field service and the vendor is Vertical Solutions (VSI).
GBC's 175 field technicians manage more than 30,000 service contracts. The company deployed VSI's PowerHelp CRM Field Service solution in the fall of 2005 and the technology enabled the company to capture additional data to extend customer support and improve product design and manufacturing quality (Read More)
I find the selection of GBC and VSI interesting for a few reasons. First, the focus on field service. This segment of CRM tends to be overshadowed by sales force automation and call centers but the truth is field service can have a big impact on the bottom line. Second, the award went to a company that utilized a vendor not named Oracle, SAP or Microsoft.
Gary Lemke, Publisher
(Share your thoughts)
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