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collaborative CRM

   Also found in: Wikipedia, Hutchinson 0.04 sec.

Providing people-based customer support. It is an umbrella term for all the interactive options for serving customers, including regular phone support, Web-based text chat and voice chat, application sharing, desktop sharing (remote control), file transfer and collaborative browsing.

Collaborative systems are more flexible than automated solutions for helping customers with orders and solving customer problems; however, they are more time consuming than automated solutions, because people are involved. Automated systems also cost less to operate, but are best suited to high volume, repetitive tasks. See CRM, collaborative browsing and remote control software.
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EMM is a component of the CRM technology ecosystem, with a footprint in operational, analytical, and collaborative CRM.
PeopleSoft Named Among the Top Challengers in METAspectrum Report for ... by Business Wire
Edwards is committed to helping companies in this industry succeed by offering a collaborative CRM solution that provides the flexibility and adaptability they require," said Mark Logan, vice president and general manager of CRM for Financial Services at J.
J.D. Edwards Expands CRM for Financial Services at Bank of America by Business Wire
ePeople, the leading provider of web-based collaborative CRM solutions, today announced that Openwave Systems Inc.
Openwave Systems Reduces Support Resolution Times by Over 70 Percent ... by Business Wire
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