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Michael Pettersson

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CRM Business Analyst, Astra Tech

10 points

Senior CRM Expert now working in the MedTech business. I have experience from both big and small CRM organizations and a number of vendors, including Microsoft Dynamics CRM and Salesforce.com

Sept. 30, 2010

Michael Pettersson and 8 other people answered this question

What technologies do I need for a successful customer service team?

I will go ahead an make some assumptions, although Mr Barbagallo is correct that more information would be nice (he is also right in that your team is the most vital part). But since you asked for technology tips, let me share a few tips ... more

Customer Service

Information Technology

Customer Service Team

Sept. 21, 2010

Michael Pettersson and 1 other person answered this question

Contact-centric vs. account-centric CRM

A Contact centric CRM-implementation is useful when you have much, and complex customer interactions that you need to track. If your customer is a big company with many contacts that both you and your colleagus interact with it is important to track the individuals that ... more

Account-centric CRM

Contact-centric CRM

Sept. 17, 2010

Michael Pettersson and 1 other person answered this question

When implementing a CRM system, how important is having a team with generalized IT experience?

I would almost say that if you find a person with CRM system experience, that goes beyond usage and general administration, that person likely has a generalized IT experience.
I totally agree with Brian that you need a mix in your team, but if it ... more

Information Technology

Sept. 16, 2010

Michael Pettersson and 14 other people answered this question

What are the top challenges of implementing a CRM system?

If I am to pick one of many important aspects, it would be (top) mananagement sponsorship. Long term!!
A CRM implementation should be treated as vital part of the customer strategy and involves much more that just a system implementation. Although many vendors shows customer ... more

Implementing Crm

Sept. 15, 2010

Michael Pettersson and 2 other people answered this question

What questions does one need to have answered before meeting with a CRM vendor?

Hi Tom,
I want to add my two cents, by bringing up maintanence and support into the discussion. If all goes well, your CRM-system will be a key system for you organization and you should strive for a long term relationship with your vendor, so ... more

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