New tools and technologies can offer you benefits in cost reduction and improved customer relations. Customer-relationship management (CRM) technologies, for example, offer a means for you to coordinate customer service over the Web, by telephone and in person. To ensure the success of a CRM system, you must invest in a complete data-integration infrastructure in order to tie together various data sources into a consolidated customer framework, forming the foundation for a variety of customer-acquisition, -retention and -management programs.
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