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Nortel is a telecommunications leader that found itself facing a distinctly changed business landscape in the new millennium. In this new market, its sales force needed to work more productively to generate the same revenue. Also, with diverse sales tools, Nortel management needed a more accurate view of its business with global customers. To improve sales productivity and visibility into accounts, Nortel created a new, consistent global sales process and rolled out Microsoft Dynamics CRM, a customer relationship management solution. By involving the sales team throughout the process, Nortel experienced a smooth, rapid, and highly successful rollout of its new CRM system.
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