Support your front office with operational technology CRM solutions

Operational information technology CRM software manages your direct customer activity. Such business processes include marketing, sales and service. Beyond merely recording customer contact information, operational manufacturing customer relationship management software can track call histories, make automated phone calls and provide a comprehensive view of how each customer has interacted with your company, whether via phone or email.

I recommend: ACT! provided by Sage Software Inc. claims to be the top-selling contact and customer manager. The application integrates its data with Microsoft's Word, Outlook and Excel. Amdocs, another popular option, connects support and service personnel with a unified contact center.

Coordinate customer information with geographic CRM software for the technology industry

A geographic technology CRM application helps your business track the geographic diversity of your client base. You can integrate this with marketing campaigns to create messages that appeal to clients' regional needs and sensitivities. This is particularly important if your customers are global.

I recommend: Transcom Worldwide is a global provider of geographic CRM services. Oracle, the second largest software company in the world, provides Siebel Customer Relationship Management.

Integrate multi-channel customer support with collaborative technology CRM applications

The best organizations provide multi-channel support options to their clients. Such options often include live online chat, email, form-based requests and phone calls. With technology CRM software, online customer support integrates with other modes of customer interaction. Frequently, an issue may begin with a phone call, move to chat and culminate in an email exchange. Information gathered through any channel should be available through all others. For managing public sector customers, CRM collaborative software is crucial.

I recommend: RIGHTNOW TECHNOLOGIES, INC. sells RightNow Service, providing your customers and agents with the required information regardless of the channel through which your organization acquired the data. Customer Tracker from Automation Centre works well if your organization uses Lotus Notes and Domino applications.