Customer Relationship Management: Then Vs Now
Summary
• Create a culture of collaboration: 51% of customers see increased agent productivity after implementing CRM’s powerful tools that promote inter-team communication. It precedes Egyptian scribes who maintained their notes on papyrus (papers) to Renaissance traders who offered exotic goods to their 16th-century clients. The Rolodex, a desk staple during the middle of the 20th century and the paper and plastic ancestors of contact management software, is its contemporary equivalent. The first product to come up during this era was ACT!, a contact management solution released in 1986 by Conductor Software (now owned by Sage), which was quickly followed by competitive offerings from Goldmine and other vendors. In the middle of the 1990s, Siebel released its commercial SFA products, and by the end of the decade, it had a 45 percent share of the CRM industry.
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