Video: Cliff Saran talks to David Ward, Nikon's CRM boss

In this interview Cliff Saran speaks to David Ward, CRM manager at camera manufacturer about how the company has been improving its customer service by using CRM software supplied on-demand from RightNow Technologies.

The CRM software provides with a powerful system for optimizing phone, email and web communication with customers. The system enables Nikon contact centre staff to view the service histories of customers – including contact via telephone, web site, email and fax—so they can provide effective, personalized support. It allows incidents to be quickly routed and/or escalated to the right staff member across the Nikon’s various locations.