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CUSTOMER RELATIONSHIP MANAGEMENT
Why Domino is perfect for hosting an enterprise CRM solution
By John Carini
There's a wide range of CRM (Customer Relationship Management) solutions to choose from in the market today. As a result, selecting the right application to fit a company's unique needs can be the hardest part of getting an entire CRM initiative off the ground. However, if your company is already using Lotus Domino for messaging and collaboration, your decision has just gotten a lot easier. Bar none, Domino is the ideal platform to power an enterprise CRM solution. In fact, the architectural strengths of Domino for CRM are so compelling that many companies are converting entire email systems to Lotus Notes in order to take full advantage of a Domino-based CRM solution.
Domino is a good workhorse platform that's both affordable and easy to deploy and maintain. Some of its strengths include exceptional collaboration features, mature replication technology, and robust security. Simply put, Domino-based CRM application vendors don't need to develop sophisticated collaboration, replication, and security engines since Notes and Domino natively perform these functions. As a result, the lower costs to develop a Domino-based CRM solution generally translate into a lower product price and thus a lower cost of ownership for a company.
Domino allows seamless flow of information throughout an organization
Domino's collaboration features make it easy to capture the surplus of unstructured data that stems from various customer interactions, the Internet, and internal communications among the multi-disciplined staff throughout your organization and consolidate it with structured data that is easily pulled from other background systems. This data can then be quickly, reliably, and securely retrieved by the appropriate staff and effortlessly applied to the management of customers. Collaboration encourages employees to share information and leads to better and faster identification of and resolution of issues. This structured collaboration environment means that the appropriate people are always "in the loop" and current on all issues that concern them. Ultimately, this can result in dramatic improvements in customer satisfaction.
Rapid Application Development technology keeps integration costs in line
It's rare that a company would be willing to reengineer its entire business to fit a CRM application that they deploy. Consequently, the success of many CRM initiatives hinges on whether the solution can be tailored to the specific business practices, systems, and culture of an organization. Domino's fundamental strength as a RAD (Rapid Application Development) technology allows it to integrate with and port data on demand to and from other information systems. This RAD flexibility is an important means of keeping the ancillary costs of data integration in check, thereby lowering the TCO (Total Cost of Ownership), which can be critical to the success of a CRM strategy.
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