Article at a glance:

Connecting CRM systems for better customer service

• Many companies don't pass leads and case histories across the boundaries of departments and businesses and therefore miss opportunities to make sales or resolve customers' problems.
• Customer relationship management systems record customer preferences and histories but are often isolated in one part of a company.
• By strategically linking discrete CRM systems, companies can routinely pass valuable sales or service data to the right person—whoever can offer what the customer needs.
• Often, much of the technology is already in place, so the main barrier to building these connections is simply a failure to recognize their value.