The Real Meaning of CRM- Hint, It's not a Technology
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- What is the Real Definition of Customer Relationship Management (CRM)?
- Are we hiding behind a Technology?
- Have we forgotten about the Customer?
Joe Jacoboni founded Contact Centers of America in 2007 to address the critical shortcomings he observed in the contact center industry, an industry in which he is a pioneer. Recognizing the failures of offshoring and growing customer dissatisfaction with outsourcing, Jacoboni founded CCA to bring jobs back to America.
A senior executive, primarily in the technology industry for the past 20 years, Jacoboni has held positions from Director of Sales to President/CEO. He was the Founder and CEO of Software Support, Inc. (SSI), the first third-party call center performing technical support for the personal computer industry, where he was awarded Entrepreneur of the Year. SSI supported multiple computer hardware products and software applications for companies such as Gateway Computers, Toshiba, Cisco, Corel Corporation, Dell and AT&T. SSI employed over 1,100 employees, with offices in Florida, Texas and Utah and was sold to Matrix Marketing in 1996.(Convergys Corporation (NYSE: CVG).)
To facilitate support for over 200 software applications and several hardware platforms, Jacoboni and his team developed technology, processes and procedures to provide high quality technical support that was both cost and time effective. SSI grew from a staff of two in July 1991 to a company that employed over 1,100 people and generated $25 million in annual revenue when the company was sold for $32 million.
Jacoboni has held numerous senior level management positions for several fast-growing, profitable companies, such as Western Digital, Raytheon Data Systems, Maynard Electronics/Archive Corporation and Businessland.