An organization's CRM system must adapt easily to constantly changing business conditions and requirements. Without this flexibility, organizations are unable to provide improved levels of customer service and support, limiting the overall end user experience.

This white paper is designed for managers of support operations in North American companies. It discusses the challenges involved in managing a sophisticated support organization and the key strategies for dealing with those challenges. Following are the Six Secrets for Effectively Managing a support Organization:

• Make it Personal
• Measure the Right Things
• Hire the Right Employees
• Be Proactive
• Become a Profit Center
• Utilize the Wisdom of Your Users