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"CRM for Telcos - Remembering Why"
by Pauline Dabiri - Sr. Consultant, Chorleywood Consulting
The author feels telcos are missing the mark with CRM by focusing too much on revenue-generating activities and too little on improving customer service. Customer expectations of service are rising and telco service levels are not keeping up. This white paper goes on to explain the role of Business Support Systems and Workflow Management in improving customer service.
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