collaborative CRM


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Related to collaborative CRM: Customer relationship management, analytical CRM

collaborative CRM

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.
References in periodicals archive ?
Collaborative CRM enables interaction between companies and clients, partners and suppliers.
In terms of processes & functions, CRM can be broadly categorized into four segments - Operational CRM, Analytical CRM, Sales Intelligence CRM and Collaborative CRM.
1), so that it is now a fully portal-based product that is, according to John Grozier, group director of product marketing for mySAP CRM, a people-centric solution designed to provide connected CRM, collaborative CRM, people-centric CRM and industry-centric CRM to its users.
Therefore, a services vendor that can design and implement a collaborative CRM process in an e-business project will provide additional value to the customer, above and beyond traditional transactional processing applications.
Meantime, analysts at Meta Group say its time to move on from the operational and collaborative CRM issues which have monopolized mindshare, to "the equally valuable analytical story," which it believes has been relatively ignored.
She previously held Vice President of Marketing roles at industry leading software companies Autodesk, Baan and Adobe Systems, as well as start-ups including PSS Systems, a developer of information retention solutions, and ePeople, an on-demand, collaborative CRM provider.
general query and reporting, scorecards, data mining, packaged analytic applications), those that are most tightly integrated with multiple data sources and into operational and collaborative CRM business processes will yield the greatest returns.
New and Existing Consona CRM Customers Gain Operational and Collaborative CRM Suite; Holistic Approach to Total Customer Management

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