Creating a Customer-Integrated Enterprise Drives Value and Builds Loyalty
(12/8/2003) CRM Project Volume 4
By J. Miller, Epiphany
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Companies must leverage leading marketing and analytical capabilities to cultivate relationships and ensure that every interaction is optimized.
The world of CRM is in the midst of a profound strategic shift. Recognizing the limitations of previous approaches to CRM, world-class companies in various industries are now launching customer initiatives from a fundamentally new perspective. The next generation of CRM will revolve around optimizing the customer experience, ensuring that each interaction not only meets corporate objectives, but also provides value for the customer.
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