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3 years ago ::
Jun 21, 2010 - 1:17PM
#1
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I've read a lot about sustainability, but what is its relationship to CRM? Is it any more than being a good corporate citizen if a consumer inquires about it?
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3 years ago ::
Jun 22, 2010 - 1:13PM
#2
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I don't know a lot about CRM, but I know that as far as the importance of sustainability goes, it's generally more than being a good corporate citizen (though that's certainly the marketing side of it). We just put up a new article about sustainability specific to SAP BusinessObjects Sustainability Performance Management on www.grcexpertonline.com. It doesn't answer your question completely, but Frank's introduction and the two sidebars at the bottom might help a bit. I'm interested to hear others' replies as well, as it seems to me that for sustainability to really grow as a field, its relationship with other areas needs to be defined and understood.
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3 years ago ::
Jun 23, 2010 - 4:45PM
#3
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I think one area where you can see sustainability intersect with CRM is with the increase in online meetings. For example, here at WIS, rather than sending our onboarding manager to every new customer site, she instead holds the meetings via WebEx. She is still able to walk the customer through out sites while talking with them live an answering their questions. I think going forward we'll see more ways to interact with customers online so that they still feel engaged with the company -- without the company having to send the sales team to their physical locations. For instance, during SAPPHIRE, we saw a demo from Hasso Plattner in the US in which he discussed sales figures on an iPad via a call to a colleage in Germany. As technology evolves, imagine the new ways that companies will be able to interact with their customers.
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