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March 15, 2010

Infor CRM Solutions Epiphany Offers Analytics to Manage Customer Satisfaction

By Kelly McGuire, TMCnet Editor

While there are many CRM solutions on the market, selecting the system that can integrate all facets of what it means to have a dynamic and profitable operational platform is more than beneficial – it’s necessary.
So, in my recent TMC podcast interview with CRM solutions provider, Infor’s Tony Compton, director of CRM product marketing, we touched on how Infor’s CRM Epiphany analytical solution can help deliver results.
“By tapping into the data – that’s the engine that’s going to make it all go,” Compton said. “Having that customer and industry data, and having it in a format that is usable throughout the enterprise, is key.”
Without that data, an enterprise may be virtually stuck in terms of seeing progress.
“So, we have that data and we make sure it’s fresh data,” Compton said. “Keeping the data current and up to date fuels the engine that drives analytical performance.”
Keeping that in mind, in today’s environment, it’s essential for a company to know as much as it can about its customers.
“Gone are the days from five to 10 years ago, where marketers especially had endless resources to interact with their customers,” Compton said. “Today, with a tough economy and constrained budgets, we have to make the most of the customers we have today.”
How does Infor accomplish this? Maintain possession of customers.
“We utilize the data to run with the information we have to create intelligent customer interactions,” Compton said. “That’s where Inform CRM Ephipany plays [in].”
Infor’s CRM solution offers an interaction advisor tool that allows users to achieve all of this for customers.
“Having that analytical approach drives intelligent customer interactions, ultimately leading to better retention and better possession of customer relationships,” Compton added.

Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly "green" technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.

Edited by Kelly McGuire

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