Tanveer says the company has used the method to deliver several projects that have kept the business side happy, including a customer relationship management platform, Sword Ciboodle, which resulted in up to a 90 per cent improvement in success rates of customer contact by knowing who, when and how to call clients. (computerworld.com.au)

The solution for Sony Europe is based on Sword Ciboodle’s award-winning, process-driven CRM software. It has been rolled out to Sony operations in all European countries and manages customer interactions across phone, email, white mail, fax and web contacts. (Customer Strategy)

...we have to create categories to explain things. So we created what Forrester called process based CRM. This would be a focus around providing well-integrated, scalable embedded best practices solution that a large enterprise could adopt. In fact, Forrester did a process-based CRM Wave in 2009 that Sword-Ciboodle won. (Paul Greenberg)

Ultimately, the 360-degree view is the very least that a customer expects of an organisation. They are not concerned with the internal departmental, line of business, political or system silos that all businesses have. They simply see one enterprise; it is vital that organisations see them and serve them just as clearly; this is a basic foundation for delivering a good customer experience. (Call Centre Helper)