One of the goals of Customer Relationship Management is to provide an infrastructure of support that is effective and responsive to support questions raised by customers, complaints, and any other issues.
The Collaborative portion of the CRM is to coordinate a multi-channel service and support system within the company that can take care of these issues.
A technical support department has interaction with customers. It is common for customers to submit questions or complaints about things to the technical support team.
For example, customers are often asking for an online system to make purchases or check the status of their order.
The technical support team will take these customer issues to the Collaborative CRM who can use this information to provide better customer service and create this online need.
The ultimate goal of the Collaborative CRM is to improve the customer service experience and ensure everyone is happy.
They might distribute surveys out to their customers or send them by mail if a mailing list has been established to find out answers to certain questions.
Surveys are often used to find out about customer...
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