In Fall 2001, networking component manufacturer Riverstone Networks polled its customers, asking what was on their customer service wish list. The response was overwhelming: Most said they wanted to be able to access all their account information in one place. Though Riverstone, which sells its routers and switches in more than 50 countries, had a strong commitment to customer service, it had no formal CRM program in place, making that mandate difficult, if not impossible, to achieve. To do so, the company would need $2 million worth of new software.
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