HP's Dhore Discusses CRM for 60 Million Customers†

Brandweek, October 7, 2008 — When it comes to Customer Relationship Management, Hewlett-Packard has its hands full. The company gets 600 million calls a year from its customers and ships about 500 million products. The task is complicated by new forms of customer interactions, such as blogs and social networking applications. At the helm of all this data management is Prasanna Dhore, HP's vp of customer intelligence. Dhore joined HP last year from Dreyfus, where he focused on reducing churn. At HP, Dhore has more tools at his disposal, but also a lot more data. Last week he discussed HP's CRM program with Brandweek's editor Todd Wasserman. This article highlights excerpts from that conversation.