One of the challenges a large company has is maintaining consistency and integration in processes and technology. When things break down, people can be quick to blame the problems on "just another CRM failure." But HP has avoided those pitfalls, thanks to an involved CEO who has made a visible commitment to the CRM system and CRM strategy. In this edition of Inside Scoop, CRMGuru.com founder Bob Thompson interviews Mike Overly, who at the time was head of HP's CRM program, on how CRM is practiced at the company.
This interview, which was recorded Jan. 12, 2006, was edited for clarity.
Bob Thompson
I'm very pleased to welcome to the CRMGuru Inside Scoop program Mike Overly, the director in charge of HP's customer relationship management program. He's been involved with that for several years and has tremendous insight about CRM and, of course, about what's been going on at HP. I'm delighted to have Mike on our program. Thanks for...
