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: its main purpose is to manage, integrate and synchronize the communication channels and contact points between the customer and the firm.
Collaborative CRM enables interaction between companies and clients, partners and suppliers.
From this systematization, there is the need to socialize them by the Organization, through the Collaborative CRM.
TietoEnator said that its solution would allow the operator to start the next stage of developing the existing collaborative CRM system.
The new offering is built using Microsoft '.NET' technology and is designed to enable companies to implement collaborative CRM operations.
Today's collaborative CRM solutions can collect and synchronize data from multiple knowledge sources: self-service, voice technologies (voice over IP), Web sites, e-mail, video conferencing and face-to-face interactions.
Targeting customers in high technology, heavy engineering and institutional financial services markets, ePeople (epeople.com) announces Teamwork 4.0, a Web-based collaborative CRM application.

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