Evergreen Investments has had a difficult track record with its customer relationship management (CRM) system. Sales agents feel that they are getting no value and that it is a tax on their work. Evergreen is investigating whether it can improve CRM by making its data available wirelessly to Blackberry devices. These devices would also provide cell phone and email capabilities.
Harvard Business School (605057-PDF-ENG)
April 14, 2005
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