By Mark Dexter
14th December 2010

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

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