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Business Support 2011 by Mind Map: Business Support 2011
0.0 stars - reviews range from 0 to 5

Business Support 2011

Prevention is better than cure

Improvements to the product


The quality of the implementation effort is, I suspect going to be the biggest single factor in determining the impact of the CRM on support demand.


Proactive communication with users

Help materials

Anticipate problems

Manage expectations

Set user expectations about level of support offered

Automate anything that can be automated

Log into RMS via email?

Collecting/prioritising user requests/suggestions

Minimise phone contact

It is very inefficient. The time spent getting hold of customers is totally unproductive

Make email contact mandatory? Or via CRM?

Prefer 1-many to 1-1

Make support activities visible/reusable

Scheduled/bookable webex sessions



To service desk?

Help bx equip themselves with help in house

Direct support at ASS and TGTs to provide appropriate support and training in bx?

What can we not do?


CASE & Appt+ difficult solution - needs lots of support

Will CRM users joining adviceline need tech support?

Prefer public to private