Executive Briefings

Customer Relations Management: Another Silo?

Rather than bridging gaps between business units and creating a single customer view, CRM has too often created yet another silo with incomplete information. Customer experience management ensures that customer information is consistent across channels and that next steps are guided by segment- or event customer-specific strategies.
Source: Intelligent Enterprise, http://www.intelligententerprise.com

Rather than bridging gaps between business units and creating a single customer view, CRM has too often created yet another silo with incomplete information. Customer experience management ensures that customer information is consistent across channels and that next steps are guided by segment- or event customer-specific strategies.
Source: Intelligent Enterprise, http://www.intelligententerprise.com