Enterprise relationship management (ERM) is a technology program used for managing customer relationships systematically and can also encompass the relationship management vendors, internal stakeholders, and BPO clients. ERM is generally synonymous with CRM.
CRMs help teams to manage the full customer support lifecycle, including but not limited to onboarding new accounts, problem servicing, and account recovery management.
More Enterprise Relationship Management Resources for Call Centers
Centralize and standardize key customer and interaction data across all channels and applications into a single database, creating unified customer profiles with insight across the entire customer journey for improved targeting and segmentation.
Gartner™’s research shows that most enterprises have multiple chatbot deployments across different departments with varying degrees of complexity and cost associated with implementation.
Eighty-two percent of contact center decision-makers rank system uptime as ‘important’ or ‘very important,’ second only to customer experience in terms of value. If your system crashes during a period of peak call volume, it could quickly spell disaster for your brand reputation. That’s why uptime is so paramount. A cloud contact center can help you reach best-in-class uptime of 99.99% or more, which means you’ll always be available when customers need you.