CRM = Customer Rejection Management
Every major organization has some form of customer call center. You may have renamed yours “contact center.” They are manned by staff that are trained, tooled-up with technology and incentivized to support customers. The center is critical because it drives long term sales and protects repeat revenue. It may even be considered a “profit center.”
But your customers are calling you less, and only when they really have to. I would suggest that CRM stands...
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