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New White Paper Finds Relationship Intelligence Critical to CRM Success in Professional Services and Other Relationship Based Organizations

The ability to track complex relationships between people, companies and projects is essential for achieving ROI within services organizations

OAK BROOK (IL), 11 August, 2003: A white paper released today by Interface Software offers new perspective on implementing CRM within professional services organizations (PSOs) and similar relationship-based institutions. The white paper, entitled "CRM and the Professional Services Organization: Understanding Relationship Intelligence and Its Benefits," discusses the unique role that CRM plays within knowledge-based services organizations, and the role that Relationship Intelligence plays in delivering business benefits and ROI via a CRM solution.

According to the white paper traditional, horizontally focused CRM applications enjoy limited success within financial services, consulting, legal, accounting and other PSOs because they are not designed to accommodate the unique business model of these institutions. The lack of a repetitive sales cycle, the dual role professionals play in both the selling and delivery of services as well as the reliance upon complex relationships in the business development cycle are just a few characteristics of the PSO vertical market that traditional CRM products fail to accommodate. The white paper goes on to examine Relationship Intelligence and the critical role that it plays in the successful implementation of CRM technology within PSOs.

Relationship Intelligence is defined as a firm-wide asset that reveals the unique and complex connections between people, companies, relationships, experience and expertise, empowering professionals to leverage who and what they know to uncover new revenue opportunities, differentiate themselves from the competition and enhance client service. The report provides mini-case studies illustrating how Interface Software's 350+ customer base address mission-critical business needs by deploying a CRM solution capable of delivering Relationship Intelligence. Examples include preventing client defections, increasing new business and cross-selling revenues, reducing missed opportunities, and avoiding losses and embarrassment due to errors, mishaps and employee turnover.

The white paper also examines common concerns that professionals have when firms implement CRM solutions. Examples include data security, confidentiality and sharing.

"This white paper is the first of its kind to provide a high-level, executive perspective on how CRM can be successfully implemented within PSOs and other relationship-based organizations," said Rick Klau, vice president of vertical markets at Interface Software. "It avoids technical jargon and focuses on practical, real-world needs, objectives and concerns."

A copy of the white paper can be requested at www.interaction.com/crm-pso.

About Interface Software
Interface Software is the leading provider of CRM solutions enabling professional services firms to create the Relationship Intelligence they need to generate new business and enhance client service. Its flagship product, InterAction, is a flexible and uniquely designed platform that delivers this Relationship Intelligence throughout the organization, quickly, efficiently and cost-effectively. Relationship Intelligence is a firm-wide asset that reveals the unique and complex connections between people, companies, relationships, experience and expertise, empowering professionals to leverage who and what they know to uncover new revenue opportunities, differentiate themselves from the competition and enhance client service. InterAction is internet-enabled, allowing professionals to view information however they choose—through knowledge management platforms, corporate portals, intranets, extranets and wireless devices. Interface Software has received numerous accolades, including the Inc 500, the Deloitte & Touche Technology Fast 50 for Greater Chicagoland, the Deloitte & Touche Technology Fast 500 and the Upside Hot 100. For more information please visit Interface Software's website at www.interaction.com.

 
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InterAction, Watch List, Who Knows Whom and Relationship Map are trademarks of Interface Software, Inc. and may be registered in certain jurisdictions. All other product and company names mentioned are the property of their respective owners and are mentioned for identification purposes only.