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Call-center giant Electronic Data Systems Corp. charted a collision course with IBM Global Services and Andersen Consulting last week when it formed a customer relationship management specialty practice and outlined a series of partnerships with developers of cutting edge CRM techniques.
Flavio Daibert, director-global strategies and portfolio manageent for EDS, said the Internet has changed customer service forever, and EDS needed a CRM practice to complement its call-center business. The idea behind EDS' new services is to provide a client company with a coherent CRM strategy within two weeks.
"In the 20th'` century call centers were a support function within an operation," Daibert said. "Now, we're moving from a support function into a strategic function. We...