The analysis highlights:
- Heineken wanted to move all their data to a single location with an emphasis on quality of data rather than quantity
- This allowed Heineken to build a far greater picture of customer activity
- Hillary Blinds customer call centre service levels and client relationships have risen as a result of upgrading their new CRM system
- A big advantage for them is the usability of the interface, which makes the functionality more accessible to service agents when engaging real-time with customers.
Full article: Silicon.com