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Customer Relationship Management Questions

CRM in the Energy Sector

QWhat kind of role can CRM play in the energy sector, which vendors are leaders in this segment, who makes the CRM decision inside the company, and what factors do they base that decision on?

CRM & Knowledge Management, Privacy

Q1. How can KCRM assist in knowledge management in relation to the customer relationship?
2. How about the use of cookies? Impact of privacy of the customer with cookies?
3. What happens if such knowledge was hacked or sold to others? Privacy?
4. How can technology assist and build up the trust of the customer in the knowledgement management process?

Managing differences

QI'm responsible for deploying CRM for a large global manufacturing organization with multiple business units, each currently having distinct sales processes. Any advice?
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Meet the expert

R "Ray" Wang

Principal Analyst, Forrester Research Inc.

As a member of Forrester's Tech Vendor Strategy and Enterprise Applications & Business Process Platforms research teams, Ray analyzes trends in ERP for the enterprise and mid-market, delivers strategic guidance in software licensing and pricing, researches business processes such as the order management cycle and continuous customer management, and assesses functional areas such as Customer Data Integration and the impact of SOA on packaged applications. With this understanding of the overall ecosystem of solutions, technology, and system integrators, Ray provides strategy and guidance for many governmental and commercial clients navigating through the vendor selection process.
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